Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

Article : The Omni-Channel Challenge

The multi-channel subject has become an omni-channel discussion. Customers today expect a unified service experience over multiple channels with different touch-points. Nevertheless, many companies fail to live up to these expectations.

Customers today no longer rely on the knowledge and advice of the seller next door. Instead, they actively gather information about various offers before making a purchase. Thanks to unlimited online content and social networks where users share their experiences worldwide, that’s mere child´s play. More demanding customers expect the best and most convenient service - every time and everywhere - including the use of their favorite channels and self-service options.

And if these needs change, customers do not hesitate to switch the channel. They no longer follow a linear path to purchase and often bring their own devices into the mix as well. Nevertheless, they expect a seamless crossover incorporating previous interactions, e.g., the contact center agent must know about the email the customer sent the day before.



Neglecting an Omni-Channel Strategy

Reality can jolt the customer into a rude awakening. When switching channels, a customer may need to explain his concern again and again. Different channels may fail to deliver a consistent customer experience. Even worse, some channels may be unable to fulfill a customer´s requirements at all; some may be limited to online or in-store service.

Unaware of the customer’s previous interactions, agents may recommend unsuitable products or services, and the frustrated customer will share this joyless experience on social media, either before or after switching to the competition.



The Value of an Omni-Channel Strategy

To avoid hemorrhaging customers, companies must refrain from viewing their channels as distinct silos. Instead, they should align and synchronize channels to deliver a high-value customer experience whether in-store, online or through mobile devices.

Companies must implement a channel-centric strategy focused on customer needs and behaviors. The evolution from multi- to omni-channels brings about numerous, long-term advantages. According to the report by the Aberdeen Group, "The Business Value of Integrating the Contact Center Within Your Omni-Channel Strategy," companies with an omni-channel strategy increase their customer retention rate (+7.1%), positive mentions on social media (+5.5%), customer lifetime value (+4%) and the number of quality SLA´s (+2.5%). They also decrease the number of transfers per call (-4.0%) and agent overtime costs (-4.3%).

These benefits grow when integrated with a contact center, improving IVR completion rate (+10.6%), customer retention (+9%), customer lifetime value (+5.8%) and agent utilization rate (+3.5%). They also decrease the time spent by supervisors assisting contact center agents (-7.8%).



Implementation of Omni-Channel Strategy

To successfully implement an omni-channel strategy, the company must take a customer-driven approach. Understanding customers and their complete interaction and purchase history will help the company provide the most relevant information. And personalized attention will make the customer feel valued.

This approach might require new, targeted marketing techniques. But the integration of an omni-channel strategy goes beyond channels to incorporate all business functions.

In terms of agent interactions, customer requests must be routed based on the complexity and nature of the issue. Contextual routing means the customer will be connected to an agent with the skills to solve the matter.

Second, the agent selected must be supplied with all the necessary information in a manageable way. The agents’ desktops should be integrated with other enterprise systems (like CRM or ERP) to avoid spending too much time searching for relevant information on multiple screens. All agents should receive conversation guides as well as information about the customer´s previous journey over multiple channels.

After implementation, evaluation of the service level should go beyond a channel-by-channel analysis to consider the customer journey as a whole. Workforce optimization solutions must capture and reproduce the customer history across different channels to determine service quality and final satisfaction.

Analytics solutions must foster insight about customer requirements and experiences in order to identify weak points and optimize the omni-channel strategy step by step. By matching customer feedback in parallel to internal service-level evaluation, a 360-degree view of customer experience can be generated.


About Verena Wissel:
In 2011, Verena Wissel joined ASC as a Product Manager to identify and analyze customer needs for quality management software and speech analytics. She holds a Masters degree in information science and engineering from the University of Applied Sciences in Darmstadt, Germany.

About ASC:
Company LogoWith the solutions from ASC, users can increase their service quality, protect their assets and react optimally in emergencies. Challenges of this kind are part of daily business for companies and public safety organizations. With ASC at their side, they benefit from the practice-oriented approach of ASC to not only capture communications streams, but also to structure this flood of data into valuable information which enhances productivity and decreases costs. ASC is a worldwide software provider of omni-channel recording, quality management and analytics. We address all enterprises with recording needs, especially contact centers, financial institutions and public safety organizations. We record, analyze and evaluate interactions across all media, including fixed line and mobile voice, chat, video, screen and SMS. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action. ASC offers its entire portfolio either as on-premise or as a service provider with a cloud solution. We believe in cloud, and thus offer a truly multi-tenant, highly scalable family of products and services – giving our customers full flexibility, allowing them to invest as they grow, always leveraging our latest technology. With subsidiaries in the United Kingdom, France, Switzerland, Romania, Dubai, United States, Brazil, Mexico, H
Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Repeat Calls

Read today's tip or listen to it on podcast.

Published: Monday, May 18, 2015

Printer Friendly Version Printer friendly version

2020 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
PH: 01442 458300

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.
PH: 0217991445
 

ABOUT US IN 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =