Академический Документы
Профессиональный Документы
Культура Документы
for a Future-Ready
Contact Centre
eBook
IS YOUR CONTACT CENTRE
FUTURE-READY?
How to Deliver an Effortless Customer
Experience (CX) Across Multiple Channels
But, to distinguish your company from its competitors requires a new way of serving customers. Instead of merely enabling
customers to send an email or an SMS, exceptional and differentiated customer service requires knowledge of previous
interactions. You need not just multichannel, but omnichannel.
Simply put, omnichannel means true continuity of the customers experience. By giving agents immediate access to
previous interactions, you deliver that continuity. You create the perfect setting for highly satisfied customers.
1.
Destination CRM article: http://www.destinationcrm.com/Articles/Editorial/Magazine-Features/The-4-Key-Customer-Service-Omnichannel-Considerations-97686.aspx
Aberdeen report Ominchannel Customer Care
You need a single decision engine to manage all customer interactions. Then you can create business rules that best serve your
business as a whole. With every new contact, customer needs are matched with the very best available resource.
Where are we in danger of How can I handle more work What is the best way to handle
missing service levels? if I cant add more agents? emails without impacting wait
time for callers?
Who is the best agent to help Are there agents doing email
this particular customer? who could help me deal with
this unexpected call spike?
Your agent performance could be flawless, yet the overall customer experience negative if back-office follow-through isnt up to par.
Unfortunately its the least common denominator. One weak link can damage the customer relationship or send the
customer or prospect into the arms of your competitor. By integrating customer contacts with back-office fulfillment, you ensure
complete follow-through and drive a positive business outcome.
Deliver best-in-class Improve operational Ensure agent happiness Comply with regulations
customer experience efficiency Give them a variety Use speech and text
Ensure the optimal number Contain costs by right- of work, time off and analytics to ensure
of agents are staffed for staffing: meet service schedule bidding and regulatory compliance,
each channel. levels across all channels swapping agent adherence to scripts,
without overstaffing and to ferret out problems
and opportunities.
Perhaps its time to ask whether your current contact centre solution is flexible enough to deliver the superior customer journey your
customers demand. Do you ever feel like youre dealing with a tangle of point solutions, bolted together with duct tape and chicken wire?
Force-fitting more channels into an aging infrastructure is likely not the optimal answer.
A modern customer service organisation should be built on modern technology instead of old-fashioned monolithic hardware. Using an open,
standards-based SIP contact centre solution, you can drastically reduce architectural complexity and establish a foundation for innovation.
Based on averages of actual benefits realised by Genesys customers, you can expect to see significant
improvements in metrics such as transfers, as well as costs and downtime. On average, our customers are seeing:
Genesys is the market leader in multichannel customer experience (CX) and contact Copyright 2014 Genesys Telecommunications
Unit 100 Frimley Business Park, Frimley,
centre solutions in the cloud and on-premises. We help brands of all sizes make great Camberley, Surrey, GU16 7SG
CX great business. The Genesys Customer Experience Platform powers optimal
customer journeys consistently across all touchpoints, channels and interactions to All Rights reserved. Genesys and the
turn customers into brand advocates. Genesys is trusted by over 4,500 customers in 80 Genesys logo are registered trademarks
of Genesys. All other company names and
countries to orchestrate more than 100 million digital and voice interactions each day. logos may be registered trademarks or
trademarks of their respective companies.