Contact centers are crucial to a company's ability to assist its customers. However, the strategies and technologies that worked well just a few years ago have since been outpaced. As client expectations rise, businesses need to take a hard look at their contact centers and adopt new strategies to support success.
What's emerging in the contact center industry currently? Let's take a look at a few top trends you should consider for your corporate contact center:
Omnichannel, not multichannel
Many organizations utilize a range of different channels for customer interaction. However, it's imperative to understand the factors that separate an omnichannel approach from a multichannel strategy.
Research firm Nearshore Americas pointed out that multichannel includes several channels, but these are not connected. In this way, should a customer elect to utilize a different channel than the one they started with, they have to completely start over with their interaction.
Omnichannel, on the other, ensures that all channels are appropriately unified and linked. In this way, customers can start their journey on a live chat platform, for example, and then switch to a VoIP call should they so choose.
"Omnichannel combines all channels of support and communication into one seamless experience for the customer, and it's been the customer services buzzword of 2016," Nearshore Americas contributor Lutz Remmers wrote.
What's more, a robust omnichannel strategy will only become more imperative in contact centers in the coming months.
Support for the most popular interaction channels
In order to build out a successful omnichannel approach, it is imperative to provide access to customers' preferred channels. According to Customer Think's Michael Becker, the top four avenues for communication, in order of their popularity with clients, are currently:
- Phone (79 percent)
- Email (20 percent)
- Website self-service options (19 percent)
- Web chat (13 percent)
"Clients expect their questions and problems to be resolved as quickly as possible."
Thankfully, as Becker points out, a robust contact center solution supports all of these crucial channels, offering the best customer service for clients and top-notch tools for employee agents.
Quick response to customer needs
Now, more than ever, clients expect their questions and problems to be resolved as quickly as possible. This streamlined service means callers want to avoid being put on hold, and demand fast results. In fact, 63 percent of participants in CFI Group's 2016 survey said that achieving a rapid solution is a top hallmark of an enjoyable customer experience.
One of the best ways to address these needs is with advanced and innovative contact center technology that ensures your agents are armed to provide top-notch service and assistance. Industry-leading contact center solutions, like those offered by Teo Technologies, can support a strong omnichannel presence and help your employees quickly resolve customer matters. To find out more, contact us today.