How to Optimize Your Multichannel Contact Center

In response to customer demand, you’ve built multichannel support into your contact center. While the technology available today likely got you there easily enough, best practices for optimizing your multichannel service strategy have probably not been as easy to pin down.

Perhaps you’ve experienced trouble trying to link channels for reporting purposes, or train customer care Communicators on different channels, or maintain consistent answers across channels. Yet, now that multichannel contact centers have become the norm, best practices for tackling such concerns are emerging—such as unifying disparate applications.

Each new channel, like social media or SMS messaging, adds complexity to the contact center. When the various applications operate in siloes, support suffers. To improve the customer experience with your business, the applications must be integrated to ease communication. This allows you to tap into all the relevant data pertaining to an interaction and deliver it to the Communicator in advance, enabling him or her to more efficiently and effectively address the customer’s needs.

When customer information—from purchase history to social media activity to demographics—is made available at the Communicator’s desktop, you will begin to see an improved customer experience in your contact center. Customers aren’t repeating themselves, for one thing, leading to not only decreased frustration, but decreased average handling time (AHT) and increased first contact resolution (FCR).

What’s more, Communicators with a central user interface for accessing applications don’t need to dig for information while customers wait, which makes them more productive than their counterparts without central systems. This will also decrease AHT and boost customer satisfaction. Furthermore, providing your Communicators with a range of channels and content types will help keep them engaged. Plus, multiskilled Communicators provide you with resource flexibility at peak times.

Another challenge of managing multiple channels of communication is achieving a single view of the customer, so that contact can be tracked across channels. With a connected cloud service and CRM integrations, customers can call, then live chat, then email … without re-explaining their issues.

Although contact center leaders should ensure consistency in service across channels, and have an overall—not channel-by-channel—vision for the contact center, opportunities for improving the customer experience also exist within individual channels. We provide a few tips for maximizing the potential of various channels below:

Chat: Protect quality and attention to detail by handling no more than three or four Web chats at a time. Encourage rapport by integrating identifiers into the chat so the Communicator knows who the customer is from the get-go. Also, post hyperlinks into Web chat to route customers to rich media or a self-help page, which will enable self-service and decrease AHT. Develop policies for closing chats when it seems a client is no longer responding.

Social media: Leverage the skills of Communicators who already use social media extensively in their personal lives. Tailor responses to the individual but also keep a lid on drawn-out conversations; Communicators should focus on delivering service and, then, exit the social platform. Your integrated communication system should include the automatic forwarding of tweets and other social media messages to email to ensure they are not missed.  This is especially important if they contain negative material that must be addressed quickly to avoid damaging your brand’s reputation.

Text: Develop guidelines for “text speak”; the casual lingo used by customers isn’t appropriate for most businesses.