4 Things to Consider When Managing a Multi-Channel Contact Center
October 08, 2013 Cynthia Harrison
With rapidly developing technology and various ways of communication, it has become essential for Call Centers to transform their operations to meet these changes. Advanced communication devices, supporting enterprise systems, mobile tablets, online websites, and smartphones have opened up large avenues for the customers to get in touch with companies and their contact centers. Even with this daunting and changing landscape, Multi-channel contact centers expectations from their clients remain the same. To provide an excellent customer experience and remarkable customer service, regardless of the communication vehicle.
Listed below are 4 key elements every contact center should be focusing on to ensure they are prepared to handle the Multi-Channel environment:
- Efficient Interaction Management Solution/Software
An efficient interaction management solution is necessary for any multi-channel contact center as it helps them to quickly respond to questions and cater to customer needs. Until now many contact centers relied on legacy communication software that provided point based solutions. These solutions were administered or managed separately, were hosted on different platforms, and provided far less information sharing of customer interactions across different channels. With the increase in communication channels and demand of the customers, these out dated solutions simply would not cut it. Businesses must have an efficient mechanism which allows them to have an almost lightning fast responsiveness to customer queries and interactions. In order to handle such vast interactions, contact centers need a unified communications platform to handle the customer questions and issues. Modern interaction management solutions/software provide a unified communications platform for customer interactions by combining IVR, email, chat, web, fax, computer telephony, outbound dialers, as well as workforce management applications. These solutions/software help to increase revenue, improve customer satisfaction and reduce overall costs.
- Performance Management Reporting
Many modern interaction management softwares provide for real-time collection and processing of crucial data on customer interactions. This software ensures greater visibility and insights into the contact center operations. These solutions provide for a robust, comprehensive and sophisticated performance management reporting which gives the management a holistic view of any business transactions and customer interaction. Having a contact center that can provide the client with real time interactions and business intelligence is a huge value add so be sure to seek out a contact center who can provide this.
- Proactive Multi-channel testing
With emergence of IP telephony and complex unified communication platforms, it has become imperative for contact centers to conduct regular testing of these multiple channels of communication to ensure they are working correctly. Proactive Multi-channel testing is essential to ensure optimized performance and excellent customer experience. Proactive multi-channel testing ensures that the management has completed information on the performance of the communication channels. The last thing a client or contact center wants is to have an agent sitting idle because of a technical issue so be sure that your contact center has a system in place where they regularly check their channels of communication. This will give all parties involved the peace of mind that all operations are handles smoothly and seamlessly.
- Communication solutions monitoring
Monitoring of unified communications solutions ensure that the customer experiences seamless performance, connectivity, and service. Communications solutions monitoring provides more visibility into the complex communication solutions that can help in faster troubleshooting in case of any complications or problems. Constant monitoring helps in maintaining smooth performance and helps contact centers reap full benefits of their investment in advanced technology.
Managing the multi-channel contact center is essential in order to efficiently cater to the customers who are adopting new approaches and using new diverse channels for customer service.