As the call center transforms into the contact center, companies and agents alike have to think about delivering multichannel service. Customers aren’t just calling in to companies for their complaints, issues and troubleshooting questions; they are also using the Internet and all of the different channels it offers, such as social media, websites, e-mail and online media.

These multichannel approaches bring some challenges to providers and agents. Take the Web, for example. How do you deliver a quality interaction and maximize agent value over this medium? What are some things that customers expect, and how do you deliver on their demands?

Web intelligence is knowing as much as you can about a visitor by gathering data via tracking cookies, Web logins and other activities online to understand their visitor profile and history to identify the interest or needs of the customer. Using real-time Web APIs, contact center agents can offer live assistance as part of the user experience. Typical contact center metrics available to Web developers include agents logged in, number of idle agents, number of agents currently working contacts, number of contact requests in waiting queue, longest wait time in queue, expected wait time and contact center schedules.

In a recent webinar, “How Cloud Contact Centers Turn Website Visitors into Satisfied Customers with Web and CRM Interfaces,” 8x8’s (News - Alert) Rob Townsend, senior product manager, 8x8 Virtual Contact Center, and Josh Varela, sales engineer, discussed how websites can generate direct interactions with contact center agents and how to enhance Web interactions to improve the quality, performance and value of agents.

8x8’s Virtual Contact Center enables users to deliver superior customer experiences and lower costs by using hosted technology. It offers skills-based routing, call monitoring software, quick and easy deployment, security and scalability.

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8x8 Webinar -- Web Callback

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8x8 Webinar -- Leveraging the Web

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8x8 Webinar -- Integration Flow

The webinar is still available! Download the archive to learn how you can leverage the 8x8 Virtual Contact Center’s power to transform sales and customer service with its built-in CRM and CTI (News - Alert) integration.