3 min
Omnichannel capabilities are driving the next level of business transformation, turning call centers into customer experience centers. With this change, new opportunities arise to exceed user expectations and maximize efficiency, reducing the average handling time of each call and the cost per contact.
Why Is Omnichannel So Important Today?
The omnichannel capabilities and what they can provide to companies and their customers has changed dramatically over the years. Omnichannel provides a way to approach, and even solve, in many cases, the challenge of resolution on first contact.
Today, omnichannel enables a company to see and understand the full 360° view and the customer journey. Additionally, agents who engage in such interactions can now seamlessly transition from one medium to another. With multiple contact channels, if a user is chatting with an agent and wants additional information to be sent to them by SMS, this can be done while in the interaction itself. If the agent believes that the conversation requires voice attention, they can call the user with a click and have all the details of their history at their fingertips.
Ultimately, omnichannel is important because it enables a company to differentiate its brand by enabling a seamless experience across physical and digital environments, devices, and channels.
Omnichannel And Teleworking
Due to COVID-19, organizations from all industries, sectors and sizes are asking their employees not to go to the office and stay at home. For both workers and companies, this unexpected situation has significant consequences. Telecommuting more people translates into much higher demand for more and different IT services. As a consequence, business and IT leaders must implement solutions that keep creativity, productivity, innovation, and communication flowing, no matter where employees work.
Fortunately, omnichannel helps call centers maintain agent interactions with users, as they have the tools to develop quality customer service.
Artificial Intelligence And Omnichannel
Omnichannel with Artificial Intelligence capabilities is beneficial for both agents and users. With AI tackling basic tasks, agents are free to focus on the most complex interactions. In addition, cloud communications combined with IoT, AI, chatbots, and natural language understanding (the computer’s ability to understand a language: interpret a message and understand its meaning and context) facilitate a better customer experience, creating new ways for you to companies foster and build relationships with users.
Managing the relationship with users through a traditional call center is no longer enough to remain relevant and compete. Unlike contact centers, omnichannel customer experience centers bring together interactions across multiple platforms, from traditional calls to social media. These centers use the power of Artificial Intelligence and machine learning to see users’ emerging problems and identify the best solutions. This is transformative for the customer experience, as well as for the efficiency and productivity of employees.
How Should Companies Start With Omnichannel?
To implement omnichannel capabilities, companies must understand how and when they want to interact with their users. What are the different channels that customers can use and which channels do they prefer the most? Do your business processes consider user experience for both clients and agents? Answering these questions can help identify the best omnichannel strategy for customers, and this ‘customer first’ mindset will allow organizations to provide the level of service and experience that users expect today.
In conclusion, given the continuous technological changes, companies must focus on remaining agile, meeting the expectations of their users at all times. The world-class customer journey will never stop, and it’s the companies with the right technology (omnichannel, AI, etc.) that will attract and retain customers. All others, according to experts, will be left behind.
Subscribe
Ask for a demo