One huge challenge today for many enterprises is supporting consumers who begin transactions on one channel and then move to another. In part one of this series, we examined how customer experience teams need to better optimize these strategies for companies’ overall goals and objective with advanced, integrated call center software solutions.
Perhaps one of the biggest downfalls for a company is to stick with what it knows. This is because differentiation is the top goal for 75 percent of enterprise customer experience programs according to top industry analyst, Forrester Research. At the same time, every organization faces budget and time constraints, which requires a balanced approach – one that’s certainly not easy to master.
Nonetheless, customers’ cross-channel behavior provides ample opportunity for your business to differentiate itself and its offerings; however, it’s indisputable that this evolution of the contact center presents both opportunities and risks. For instance, this cross-channel behavior cannot be fueled unless your contact center’s road map is properly coordinated with Web, mobile and social service channels.
And most importantly, you have to be ready and willing to step out of your comfort zone. By aligning your contact center’s road map with your ultimate objective, your business can differentiate its services to:
Empower contact center agents who typically encounter more difficult issues: Have you conducted a comprehensive review of your agents’ desktop tools to help reduce handle time for vital customer enrollment processes? Are you able to integrate customer interaction data from Web and mobile self-service? In answering these questions, you’ll better empower agents who carry the heaviest weight with complex customer interactions – the kind that can make or break big sales and define customer loyalty.
Re-engineer contact center architecture to increase flexibility: Complexity is most commonly cited as the biggest barrier to entry for multi-channel contact center success. This is because for many, the complexity of systems hampers the ability to make queuing and routing rule changes in a timely and cost-effective manner. Not only does this precent contact center teams from incorporating voice of the customer feedback into improvements, but it keeps you constrained within pre-determined limits. The right call center software and/or solutions will help you break free from this while surpassing multi-channel complexity.
In the last installment of this series, we’ll discuss the importance of moving away from telephony-centric contact center road map planning, so stay tuned! In the meantime, to learn more ways you can differentiate your services, click here to access our whitepaper in full.