In today’s high-tech world, there are multiple ways our customers can reach out to us—Twitter, Facebook, email, and the telephone just to name a few. With so many options, how do we know which channels to use?
At this quarter’s Queued IN event, Todd Marthaler (Contact Center Solutions Consultant with Interactive Intelligence) showed a compelling case study of one company successfully using a blended approach.
Here are a few excerpts from the presentation:
Focus, focus, focus: The best focus group you can pull together are your current customers. Ask them what different channels they use to communicate. Perhaps internally your organization is thinking about adding chat when in reality your customer base would simply like you to improve your IVR. Take a minute to stop and listen to their pains. It could save you valuable resources and ultimately improve your customer satisfaction.
Let go of social: Social media is a crucial part of many organizations’ multi-channel approach, but as the contact center you cannot do it all. You are busy enough already! A great option is passing social media off to your marketing department. It can be a profitable, tension-reducing move for you and your contact center.
Find the right agents: In order to thrive in a blended environment, agents must have the ability to not only communicate verbally over the phone but in writing via chat and email too. Once you find the right agents, provide the necessary training to help them be a success in a multi-channel environment.
Do you want to learn more about this topic?
Click here to instantly stream the full presentation on “How to Create a Successful Multi-Channel Roadmap for Your Contact Center” and download the slides now!
Preview the slides below: