How To Maximize Omnichannel for Your Call / Contact Center


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If you have a Call Center, then you know the channels used by your customers are changing—clients aren’t just calling-in to speak to agents anymore! Is your Call Center prepared for this shift? According to Salesforce, 91% of clients would use an online support center if it were available and tailored to their needs. Now, with omnichannel, it can be.

Use these eight tips to maximize Omnichannel Contact Center and get ahead of competition:

1. Build One Brand and Consistent Voice Across All Channels
You have a business and your business has its own brand. In order to continue building this brand you seek consistency coupled with exceptional client experience. Accenture reports that over half (65%) of clients are frustrated by inconsistent experiences. With an Omnichannel Contact Center you can arrange to have the same message spoken to a client that is also written in an online chat or via an automated response email. This gives clients the same interaction and messaging across all of your integrated channels.

2. Routing for a Personalized Experience
Maximize your omnichannel by providing each client with a personalized experience. Clients get frustrated when they talk to multiple agents and have to explain an issue multiple times. In fact, research has shown that clients often switch providers because they are fed up with speaking to multiple agents. Omnichannel Contact Centers can be routed for individualized client experiences. Because your system knows which agent a client worked with last time he or she called, that client can be routed to talk to that same agent each time. Furthermore, if a client calls and works with a specific agent, the client can also be routed to work with that agent on other channels, too, such as chat and email. This allows clients to build a relationship with that agent and feel connected to your business.

3. Talk to Clients Using Their Preferred Methods
According to Forrester, 95% of clients use more than one channel to communicate with companies. American Express found that 46% of clients prefer to get help on the phone for complicated issues while 38% of clients prefer to talk to service agents online or via email regarding simple issues. What all of these numbers add up to is that each client has a specific idea of what channel would improve his or her experience. Personalize each experience by building a relationship with that client and offering a standardized branding regardless of channel preference.

4. Seamless Integration with CRM
Your Omnichannel Contact Center and CRM can work hand-in-hand to provide clients with the best experience possible. Evolve IP’s Omnichannel Solution allows you to integrate your Contact Center with your CRM to get a holistic view into your client relationships. If you’re already using a CRM, Evolve IP can seamlessly integrate your channels with your CRM. If you’re not using a CRM, then we can export data into your CRM later to maximize omnichannel for your business. Having said that, if you are considering using an Omnichannel Contact Center, start using your CRM now so that when you do make the move to omnichannel, you can integrate your CRM right away!

5. Save Costs
Salesforce claims that 72% of people think self-service support is a fast and easy way to handle support issues. This isn’t to say that you should make your entire Call Center self-service, but it shows that clients don’t necessarily want to call and talk to an agent, and they want quick, simple answers. You want to be able to help each client as efficiently as possible. An Omnichannel Contact Center allows you to come up with FAQs and have quick copy and paste answers so that your agents can click these responses and get back to clients right away. Gartner predicts that by 2020 clients will manage 85% of the relationship without any human interaction at all. Let Evolve IP’s Omnichannel Contact Center help keep your business competitive in the market.

6. Train Agents on One Tool
Instead of having to train agents to learn multiple tools and channels, train agents to learn one tool that integrates all of your channels. Typically, Multi-Channel Call Centers require associates to learn how to use each channel individually. Omnichannel takes your multiple channels and seamlessly integrates them into a single application used by your agents. Thus, associates only have to learn how to use one tool so you spend less time training and more time focused on improving customer satisfaction.

7. Simplified, Comprehensive Reporting
By integrating all of your channels, you can offer your senior management one simple, cohesive report. It’s simpler and it’s easier than gathering information on all of your channels separately like you do with a Multi-Channel Call Center. In a Call Center survey conducted by Deloitte, 54% of respondents felt that by leveraging reporting and analytics they could improve efficiency and productivity, about half of respondents (48%) felt client experience would benefit, and 39% saw opportunity to increase revenue. Rather than wasting time consolidating multiple reports on each channel’s performance, Evolve IP’s Omnichannel Contact Center provides you with one comprehensive reporting engine that provides holistic insights across all customer interactions.

8. Not All Channels are Equal
Not all channels are created equally; which means that for your business, some channels may generate more profit than other channels. In addition to overarching management KPI reports, an Omnichannel Contact Center will tell you how each channel is doing. Using the tools that come with Evolve IP’s Omnichannel Contact Center you can accurately measure conversation rates and which interactions are the most profitable. Your business is unique, so in order to maximize an Omnichannel Call Center, you need to treat it that way. Understanding which channels are most profitable for your company will allow you to thrive and hold a competitive advantage.

Ultimately, to increase client experience and stay ahead of competition, your Call Center will need to move to omnichannel.

Learn more about Evolve IP’s award-winning, Gartner-recognized omnichannel contact center – click here. Want to download Gartner’s CCaaS Magic Quadrant courtesy of Evolve IP? Just click here now!

Rich Fox
Rich Fox is the VP and Contact Center Practice Leader at Evolve IP, helping organizations use cloud technology to provide world class telephony, network, and security solutions. From call center strategy to business intelligence to advanced routing concepts, Rich helps businesses more effectively manage their contact centers to increase revenue and improve customer satisfaction.


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