Rules Of Multi-Channel Customer Engagement
6 Golden Rules For Multi-Channel Customer Engagement
In today’s omni-channel world, we need to be able to manage successful conversations with our customers across multiple contact points. Contact centres need to be able to offer a responsive, consistent and effective service across voice, email, chat and social media channels.
Here are our six golden rules for successful multi-channel conversations…
1. Real-Time Insight
With advanced text analytics and sentiment analysis we can quickly identify issues that are trending across social media, email and chat. We can understand root causes in real-time and deliver resolutions more quickly.
2. Universal Queue
If we have a spike in inbound calls, we can easily pause outbound activity and move agents in to help manage the volume. If we see a spike on social media, we can move agents from email or chat teams to help with social customer care.
2. Universal Queue
If we have a spike in inbound calls, we can easily pause outbound activity and move agents in to help manage the volume. If we see a spike on social media, we can move agents from email or chat teams to help with social customer care.
3. Consistency across Channel
Our agent workplace enables a consistent agent experience, across voice, email, chat and social media channels. Agents get a consistent look and feel, with the same relevant contact details and information for each customer contact.