The customer experience is the new battleground for winning and keeping customers. A modern contact center and enterprise-wide consumer engagement strategy will not only help you stay competitive and drive revenue, but also create efficiencies that lower costs. Here are the core capabilities and strategies you need to achieve these goals.
#1 Experience Continuity
Address evolving customer interaction preferences with an omni-channel solution that ensures eamless, integrated support across various agent-assisted and self-service touch points – including voice, email, web chat, SMS, mobile apps and social. Today’s consumers will often use multiple self-service channels and, at times, require help from an agent. Experience Continuity means providing context when moving between channels and reducing the need for customers to repeat information while speeding issue resolution.
#2 Consumer-Driven Self-Service Channels
While an omni-channel approach is increasingly important, it’s equally vital to ensure the self-service experience is intuitive and quickly leads to answers. You can streamline interactions by tapping into the power of mobile devices, and taking advantage of progressive technologies like natural language and personalization.
#3 Agent Empowerment
A comprehensive Workforce Optimization solution is the cornerstone of agent performance and productivity – which in turn leads to better customer experiences. !is will ensure you have the tools to maximize agent engagement, including workforce planning and scheduling, surveying, coaching, eLearning and analytics.
#4 Advanced Call and Task Routing
Providing great customer service depends on maximizing CRM systems, using experience continuity data and customer-provided information to intelligently route inquiries. But once the customer interaction is ﬁnished, you need to quickly, consistently and completely deliver on the commitments your agents make. Strong back office software allows managers and supervisors to rapidly adjust tasks and resources to ensure business objectives are met. The ability to capture work across any channel, including manual processes, lets you see how well the back office is delivering on what the front office promises.
#5 Proactive Engagement
Provide customers with the information they need, when they need it – or even before they know they need it. Proactive customer service and targeted two-way outbound notiﬁcations, using IVR and SMS, are an inexpensive way to build customer loyalty and generate more revenue. For example, automated order status updates can reduce the number of inbound calls to agents, freeing them to focus on more complex tasks. And if problems arise, proactive automated notiﬁcations can cut down on inbound calls and prevent customer frustration.
Meeting today’s regulatory requirements for outbound can be a challenge, especially when developing proactive outreach strategies for mobile contacts. The Telephone Consumer Protection Act (TCPA) has strict regulations about contacting consumers on mobile devices. Sending a reminder, delivering a notiﬁcation or collecting a debt without explicit consent can lead to steep ﬁnes. To avoid this, some companies have agents make manual calls. This inefficient approach takes a backward move in technology and opens the door for other compliance violations, like those enforced by the Consumer Financial Protection Bureau (CFPB). That’s why contact centers executing any outbound processes need a solution that allows adherence to the mobile device dialing requirements without impacting agent productivity.
#7 Agile Deployment
A modern contact center infrastructure must be ﬂexible enough to support both current and future needs. !e capability to quickly scale for unexpected spikes in traffic is critical. To stay competitive in today’s rapidly evolving market, you also need to be able to rapidly adopt new features that will keep you on the forefront of consumer expectations. Cloud, hosted or hybrid deployments offer a way to be more ﬂexible and competitive without incurring the downtime or costs associated with re-architecting an on-premise system. Cloud and hosted solutions enable you to deploy new apps without having to provision, install and conﬁgure hardware. Hybrid deployments give you the ability to host core functionality on-premise and utilize cloud capacity for bursts of traffic, failover or for speciﬁc applications like self-service.