How To Build a Multiexperience Contact Center
The future of the customer experience center is already here. It means that both customer and employee experiences matter more than anything else. When you have engaged and empowered employees in your contact center, it has a direct and positive impact on customer experience.
With Gartner naming Total Experience as one of the top strategic trends of 2021, it is no surprise that organizations are making significant upgrades to their contact centers to deliver an incredible multiexperience (MX). Its mastery, after all, is key to any Total Experience strategy.
The organizations doing it well have spent years honing and crafting their MX and CX solutions (at massive R&D expense). But they still face trouble in aligning CX with other experience disciplines like user experience and employee experience. The below four tips use the cloud, AI, and IoT to help create a multiexperience contact center.
1. Getting connected: Creating memorable, effortless experiences
Customers need to connect effortlessly when and how they want, and whether they’re using voice, chat, mobile, or an app. Intuitive self-service options are as important as providing an easy way to speak directly to a contact center employee.
- Connect all touchpoints throughout the entire journey — physical or digital — from voice to video, social to chat, and more.
- Match the best resources to each interaction, whether human or virtual, with intelligent routing.
- Get ahead of every interaction by predicting needs and proactively engaging customers.
2. Process orchestration: Increasing responsiveness
Today, it’s about aligning the right resources at the right time, regardless of role or department. Being able to predict a customer’s next move can mean the difference between success and failure.
- Personalize employee experiences with modern desktops that offer a single place for all the information that employees need.
- Connect customers to the right digital or employee resource automatically for the best possible results.
- Empower employees, without IT intervention, to modify process workflows quickly and easily, including customer-agent pairing, self-service options, proactive outreach, and more.
3. Managing resources: Empowering employees
When employees have the right tools, support, and coaching, they’re more successful. Empowered employees become more than just employees — they become brand advocates.
- Offer insights across processes and performance with scorecards, automated quality management, and interaction analytics to identify process or training gaps.
- Optimize employee schedules to help ensure that the right people are doing the right things at the correct times and doing them well.
- Improve employee performance with real-time performance feedback, mentoring and coaching, metrics, and more.
4. Knowledge and insights: Taking the next-best action
Organizations need to collect, analyze, and interpret massive amounts of data in real-time to serve customers.
- Deliver effortless customer self-service actions and embed virtual assistants to address queries and predict the next-best action using relevant insights.
- Apply patterns of successful behavioral interactions in real-time for better, more informed routing decisions that lead to higher sales conversions and experience satisfaction.
- Augment employee support with real-time suggestions and prompts in the moment during customer interactions.
Smarter tools create better experiences
From powerful automation that connects the entire customer journey and empowers employees to succeed to AI infused into every interaction to ensure the best possible results, the multiexperience contact center has what you need to create effortless, memorable experiences.
Avaya contributed this article.
The views and opinions expressed in this article are those of the author and do not necessarily reflect those of CDOTrends. Image credit: iStockphoto/metamorworks
