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Article : Want to Delight Millennials? Start with Your Omnichannel Strategy

#contactcenterworld, @inContact

Millennials are masters of navigating the interconnected nature of online experiences – they grew up alongside web and mobile. For this digitally native cohort, adaptation to new channels comes naturally – jumping between web, mobile and voice with little to no effort. They expect businesses to be equally adaptable and fluid. For contact centers, the key to delighting millennials is delivering convenience through fast, truly omnichannel experiences; quickly adapting in order to deliver on new approaches; and delivery of an authentic, personalized approach through all channels and brand touchpoints.

If you’re looking to optimize your omnichannel approach to appeal to millennials, here are a few things to focus on:

Embrace the Flexibility of Emerging Channels

Millennials waste no time in adopting new channels. For example, while millennials continue to see value in traditional customer service options like online FAQ resources or agent-assisted phone calls, they also want to supplement this with digital options like text messages or online chat. NICE inContact’s CX Transformation study found that only 26 percent of millennials prefer to speak to a live representative over the phone. There is a significant appetite to use multiple channels, digital and traditional, interchangeably.

Businesses are beginning to understand the value millennials place in digital channels like online chat and therefore are building out their capabilities to support it. While this is certainly a start, it’s vitally important that these channels operate seamlessly so agents can move and transition with the customer in real-time and provide true omnichannel experiences. Consider instances where agents need to elevate the conversation from online chat to phone or add web co-browsing to a phone conversation. The CX Transformation study found that 72 percent of consumers expect to be able to continue talking with the same representative on the phone as they were talking with via online chat.

Contact centers need flexibility to quickly integrate new and emerging channels, otherwise they risk alienating key audiences. To deliver a fully optimized customer experience, businesses must also use these channels to source customer feedback. By relying on an open cloud customer experience platform, contact centers gain control to further customize experiences to match changing customer expectation. An open cloud platform offers the most flexibility to quickly integrate new channels such as chatbots or virtual assistants into contact centers, allowing businesses to keep pace with shifting millennial preferences.

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Understand the Difference Between Multichannel & Omnichannel

Businesses know the power of a strong customer experience – in today’s experience economy, it can be a true brand differentiator. Yet, many are unable to deliver the type of authentic omnichannel experiences customers expect. Our research shows 37 percent of millennials were not satisfied with their most recent customer service experience. The problem? Contact centers haven’t yet transitioned from multichannel to omnichannel. Multichannel – just offering a wide range of options to connect – isn’t enough. The key difference is being able to move between those channels seamlessly, without losing any of the context of the interaction thus far. Nothing frustrates a millennial more than having to re-explain a customer service issue after switching from online chat to a phone call. In fact, 8 out of 10 millennials are likely to turn their backs on a company after just one poor customer experience.

Omnichannel is also important to millennials for one very important reason: speed. Regardless of channel, the most important factor in a successful customer experience is the time it takes to resolve an issue. If a customer starts an interaction with online chat, businesses need to identify at what point another channel might result in a quicker resolution – proactively directing customers to the fastest resolution possible.

Deliver Personalized Interactions

Supporting a strong omnichannel strategy requires delivering truly personalized experiences for each unique touchpoint. Delivering personalized interactions is important for both millennials and the majority of consumers – 86 percent of consumers say authenticity is important when deciding between brands. For contact centers, enabling agents to be brand ambassadors is a powerful strategy to drive personalization and authenticity. In this role agents are the customer service face of the brand, so they need the right context and tools to cater to each individual interaction. Leading contact centers are turning to modern Quality Management solutions, which proactively monitor and analyze interactions and offer coaching to help improve future interactions.

The more contact centers can arm their agents with the context of the customer journey (through tight CRM integration and interaction analytics), the more they can demonstrate their understanding of the individual. Powered by the right open cloud platform, contact centers can create new and enduring connections between brands and millennials.

Authenticity Yields Customers for Life

Millennials are known for their high expectations, and have no hesitation in abandoning brands who don’t meet or even exceed them. As customer experience continues to be a key differentiator in brand loyalty, prioritizing delivery of authentic omnichannel experiences is an integral pillar to any customer experience strategy.

#contactcenterworld, @inContact

About NICE inContact:
Company LogoNICE inContact works with organizations of all sizes to create customer experiences that create deeper brand loyalty and relationships that last. With NICE inContact CXoneTM, a cloud customer experience platform, we combine Customer Analytics, Omnichannel Routing, Workforce Optimization, Automation and Artificial Intelligence, all on an Open Cloud Foundation to help any company transform every single customer interaction.
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Today's Tip of the Day - Every Contact Counts

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

Published: Monday, July 23, 2018

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2021 Buyers Guide Business Continuity


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.

OpsTel Services

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...
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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.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.

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