Call Center Management Featured Article
Omnichannel Focus Grows in the Contact Center to Boost Agent and Customer
For years, we have heard about how important it is for customers to be satisfied with call center experiences. In addition to stellar customer support, there has also been a growing focus on improving agent satisfaction levels to promote lower attrition rates. Today, the need for greater satisfaction for both has become more deeply entwined.
To focus on this new growing trend for omnichannel solutions that meet agent and customer needs in the call center, Frost & Sullivan (News - Alert) recently released its findings on where call centers currently are with their offerings and what still needs to be done.
With omnichannel solutions, businesses can improve the experiences had by customers and agents and lower costs as well as deliver more significant ROI.
According to findings by Frost & Sullivan, the increasing infusion of technologies like AI, process automation, enhanced knowledge management, and more have made it easier to integrate channels and applications for a seamless customer journey.
With less effort needed to have an enjoyable experience with customer support and things like real-time feedback, companies are now immediately making changes that refine the customer experience and bring satisfaction levels to all new heights.
Other benefits of omnichannel solutions include managing quality and compliance needs better and providing measurable impacts on the bottom line.
Things like reduced average handle time (AHT) can also be achieved when more information and context are available to customers from self-service channels. Also, better first-contact resolution (FCR) provides greater, information-rich media for customers and even improved customer satisfaction (CSAT) when agents have the right tools to handle requests quickly.
"The seamless integration that omnichannel fosters has immense, diverse benefits for an organization," said Nancy Jamison, ICT | Industry Director at Frost & Sullivan. "It enables a unified customer engagement across channels, fostering deeper relationships and upsell opportunities. Helping agents truly understand what is happening with each customer interaction allows them to align customer outcomes with business goals better. Furthermore, it enables them to add channels as they are needed or invented more easily."
This and more findings are included in the research firm’s new complimentary eBook “Omnichannel Customer Engagement Has Changed—Has Your Contact Center Platform Evolved With It?” The book also includes an overview of how organizations can overcome the challenges experienced with launching omnichannel solutions and the technologies that can be used to drive exceptional experiences for both customers and agents.
Edited by Luke Bellos