Multi-Channel Customer Contact Centers Require Multi-Skilling
Multi-channel (or omnichannel) customer contact centers have been the priority of new development over the last several years — but they do not come without their challenges. Today’s consumers expect the seamless multi-channel experience. They want to contact a business’s customer service center in the manner which happens to be most convenient for them.
Depending on whom this particular customer is their preferred method of contact could be a telephone, social media, text messaging, email, live chat, etc. While some businesses may have the urge to scale back on the channels they offer, to ensure they can do the channels they select well, this mindset is unfortunately outdated.
Consumers want to communicate with businesses in the way that’s most convenient and practical for them — if businesses don’t provide the communication channel a particular consumer wants, they risk losing that business to someone else who does.
How can customer service centers and virtual call centers manage this influx of complexity?
Often, It Comes Down to a Few Main Priorities:
Multi-Skill Agents at Your Customer Service Center
Depending on the number of agents you have and the volume your call center managers you will want to figure out the best formula to maximize your personnel and efficiency. For example, separate training may be required for each channel. Customers will be handled differently based on the medium in which they choose to contact the call center customer service, so strategize on how best to train your agents.
Some agents may be capable of handling several channels through your customer service center, while other agents may need to specialize in one area. Figure out where their strengths are and use those to shape who will offer what level of customer support.
Take Advantage of Automation Your Call Center Customer Service
Automating real-time processes will become one of your biggest assets with a multi-channel virtual call center. When instant communication to an entire group of agents becomes possible, this allows your contact center to be agile while meeting consumer demands. Skilled staff can be placed at the exact moment they become needed, which results in happier customers and also a happier workforce.
Provide Frequent Training at Your Customer Contact Center
Don’t allow for regular training to be optional or secondary. It’s crucial that your agents have a clear understanding of how to best use the customer service center software, and how to best serve their customers. In a changing economy, consumer demands and expectations will continue to increase and it’s essential that the entire team is working with the same information and level of education and training.
If your business needs a multi-channel customer contact center, Nectar Desk virtual call center is the ideal solution to meet your needs. Get started today with a product demo or free trial!