There are many channels a customer can choose from to communicate with a company today, not least via the phone, email, SMS, web chat and social networks. Traditional Call Center products were built based on an evolution of channel support, starting out with Automatic Call Distribution, (ACD), evolving to include email and SMS, and then through customer demand, quite literally an explosion of other channels.
Being able to provide a consistent, high quality level of support can be challenging, if not supported with the right tools and experience baked right into the product to make managing many channels at once, simply effortless. In fact, it gets even more complicated reflecting on social channels in particular; it’s not like managing ‘traditional’ channels, the roles are reversed in that social channel support is all about managing by exception whereas voice, emails, SMS, fax, even voicemail are all serially ‘treated’ channels. Social channels are anything but, relying entirely on a whole new set of capabilities such as handling ‘sentiment’, queuing completely unstructured and mixed sales, service and marketing contact, and ‘allowing’ for treatment of ‘some’ contact by customers themselves.
Vocalcom’s single platform multi-channel inbound solution of course incorporates an advanced and efficient ACD solution, but it also affords businesses extraordinary support for all other inbound channels. Agents have a ‘tab’ for each inbound channel that’s intelligent and ‘on-demand’ access is entirely productivity designed. The agent’s workspace provides endless support guidance when handling any interaction, with infinite access to information from any data source within an enterprise being available at their fingertips. Workflow screen scripts promote exceptional quality and limitless possibilities in terms of ‘learning’ and capturing so much information directly from customers.
From a customer perspective inbound contact is initially all about fast, efficient and effortless connection, but then once connected, it’s about relevant and accurate support, and exceptional experiences that ensures the customer forgets why they got in touch, instead just remembering how great the agent made them feel.