Enhancing and Transforming the Customer Experience
Enhancing the customer experience has become an enterprise-wide strategy, not just a job for the contact center. Smart companies have realized that delivering the optimal customer experience occurs when contact center and back office integration becomes a critical factor for success. After all, your customers just want their immediate issue resolved, and no matter whom they talk to, they look at your company brand as one entity.
Easier said than done, with so many ways customers can contact a business (phone, mobile, text, chat, and social media), the complexity of managing multi-channel contact points puts service quality at risk. Aside from numerous stories of downright poor customer service from overworked and stressed agents, the chances of not receiving, or handling a customer contact in a reasonable amount of time, clearly exacerbates the problem.
Managing Valuable Data
A major challenge in the implementation of an integrated and enterprise-wide optimization, automation and unification is in the management of the end-to-end process and the ability to provide a single and holistic view of the critical data. Every part of the customer experience process generates valuable data, so the next step is consolidating and unifying the raw data into a single, holistic, workflow-oriented view covering the entire contact center and enterprise functions.
Creating an Omni-Vision view of the entire enterprise, followed by applying Omni-Channel analytics to various data and media collected in the process enables users to automatically generate actionable knowledge or even automated actions from the simplest to most advanced form without concerns of how each individual product is used in the workflow chain. The goal is to create time saving and actionable reports, notifications, APIs, and even launching applications, from contact center quality assurance and performance management to business intelligence, discovering new customer experience opportunities or obstacles.
View the complete article, Your Enterprise Transformed, recently published in Connections Magazine.