call center

Do you know the difference between Omnichannel vs. multichannel? The latter refers to how customers complete a transaction. Omnichannel refers to providing customers with a variety of how they begin and end their customer journey.

Companies seem to be scrambling today to implement some form of omnichannel strategy but just how important is it to your business?

Based upon the Aberdeen Group, it’s very important to year over year growth.

But how is your company managing resources and your investment to support these channels? First understanding your target customers will drive which channels you support. If you sell a line of hearing aids, more than likely you’re not going to use a lot of Social Media to drive customer experience.

But what about brands who may have a prospect click on an image on Instagram, then connect via chat. The chat rep could then recommend a coupon or other products and increase their chances of closing a deal – in minutes vs. days.

In order to provide this level of experience the organization may need to completely restructure how it supports these operations. I’ve spoken to many consultants who help companies make these transitions and one of the biggest – as usual – is the change management process to make these modifications.

One fear they have is losing a customer because they don’t feel completely confident about their ability to manage these channels and risk losing a customer.

The majority of contact centers are starting with some form of self-service as their first point of contact. Even if these channels provide great customer experience, some people still need to reach a live person. When this happens, it’s usually not a basic interaction. This is why it’s so important that your channels have some path to carry interactions with a live person to reduce the need to “re-explain” the situation. No one likes to do this. You will need to enable these agents with skills to handle the more challenging situations vs. the basic interactions. This is one reason our simulator ACES™ is sparking interest. Companies need a scalable way to help teach more complex skills in a small window of time. Using simulation-based training is a great way to immerse employees into realistic training situations.

So please don’t forget all of the legs of the stool when deploying your omnichannel strategy:

1. Deciding which channels drive results
2. Putting a strong change management process in place to support this strategy
3. Ensure the culture and skills you train to support your strategy

Recently I was speaking to a CX consultant and ask her “why is there a disconnect between what call center agents do and the customer experience initiatives?” She stated that she runs into this quite frequently in her practice.

When I reach out to CX professionals to introduce them to our call center simulator, once they hear it is used for contact center agents to improve performance they immediately refer me off to someone else. 

In an old blog post from Customer Think points out that good customer service is a branding and customer loyalty issue. That was 5 years ago! But I still run into organizations that seem to separate these functions within their organization

In a blog post by Ameyo.com a multi-channel call center, they define the difference between the customer experience vs. customer service and define customer service as re-active. Is it really?

Even if that’s the case, customers only call in when something is wrong or they need help,  the contact center could either be the place for your single point of failure — losing customers or done well, can build loyalty and delight.

I’d be curious to hear from my readers if you feel you have a wall between the CX function and the contact center — or how you’ve broken this barrier.

If you are an IT professional, you are probably familiar with the term “single point of failure.” If you manage the customer retention side of the business can you identify your single point of failure?

Is it in the quality of the product, customer service, customer support, delivery or even the return process?

In a study conducted by the Gallup Group 68% of customers leave because of poor service. When nearly 70% of all customer interactions are handled by your contact center — is this your single point of failure?

Let’s break down the contact center experience even further. Take the full customer journey when they make contact. You should factor the following steps:

· Hold time

· Automated routing

· First call resolutions

· Knowledgeable staff

· Courteous reps

· Follow up steps

In a study presented by 31 West the following were the top reasons a customer becomes “enraged” during a call

60%—speaking with a rude customer service rep
52%—speaking with an incompetent service rep
44%—getting disconnected
40%—explaining their issue more than once
38%—being put on hold for too long

It doesn’t take much to surprise and delight customers from these human to human interactions. I see a cautionary trend in migrating live support to automated. It may save you money in the short-run but in the long-run may impact the customer relationship.

I’d love to hear how some of you have built a culture of serving your customers to increase loyalty and retention.