Are you Getting the Best Out of your Multichannel Contact Centre?

1st Aug, 2014
Read time: 1 minute

With the growth in customers using multiple channels such as web, email and social media to contact organisations, it has become very important for Customer Service Managers to manage and respond to any requests in a timely and professional manner.

How can you get the best out of your multichannel contact centre? In a short interview we asked our technical experts the following question "What are the 3 most important things that you would recommend to get the best out of a multichannel contact centre?"

1. Grow your agents

Support your agents with significant training to help them develop a flexible style. Agents should be able to adapt their approach – there is no reason to think that all customers should be approached using the same style. Encourage your agents to use personal experience to build rapport so that the caller feels the agent understands their situation. Consider providing your agents with training in stages so that they can easily adopt and practice the new skills. Harness the value from mentorship by pairing up junior agents with skilled agents.

2. Provide systems that unify customer service across the organisation

Ventana Research confirms that organisations are challenged by silo'd delivery of customer service which results in internal frustration and can annoy or exasperate customers. Increase your agents and back office productivity, by providing a collaboration tool with an intuitive interface which speeds up time for the agent whilst significantly improving customer satisfaction.

3. Match your staff with the skills required

Predicting the volume and different skillset requirements in each channel may require you to rework your planning processes. Consider an overall workforce management strategy, use a bottom-up approach, analysing tasks and customer-use patterns. By doing this you will be able to plan your staffing levels around your customer needs.

Ensure organisational flexibility; be quickly able to adapt to new activities or peak periods. Avoid being in a situation where you have only a few available agents without the appropriate skills.

To find out more about getting the most out of your multichannel contact centre.

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