Contact centre managers need to explore ways to handle increased volumes of interactions from voice, email, web chat and social media, at the same time as reducing overall operational costs. Harnessing the benefits of automation provides an opportunity to streamline parts of the contact centre process and reduce costs.
In this second of a two-part series we explore more options for your contact centre, read how:
- Unified agent view improves agent productivity
- Self-service modules can be used for routine contact centre requests
- To lower your contact centre operating costs
Unified agent view improves agent productivity
One of the real weaknesses of mid-sized multichannel contact centres relates to the way the channels have been integrated. Most multichannel environments consist of individual systems which agents need to toggle between in order to complete an interaction end-to-end.
Agents typically need to access a call queue, an email system, web-based inputs, a CRM system and numerous other in-house systems in order to fulfil their duties. Each additional system accessed adds incremental seconds to handling time, increases the potential for error at every screen change and most importantly, can significantly impact the customer experience.
Customer-focused contact centre managers are now recognising the impact that this type of system navigation is having on agent productivity and overall operational costs. Using advanced Business Process Management (BPM) tools, the whole operation can now be automated.
Self-service modules for routine contact centre requests
Automation can be used very successfully to divert routine or repetitive requests away from contact centre agents. This can be as simple as using an automated voice-activated operator to locate and connect to a specific individual or department.
Other self-service options include providing information about upcoming events, a site or dealer locator, appointment reminders, making payments and checking account balances, or indeed capturing any other type of structured information. For example; rules-based self-service payment automation increases regulation compliance such as Payment Card Industry (PCI) and significantly reduces the risk of fraud.
Self-service modules like these tend to be used with advanced speech capabilities or web-based applications. Many are available as plug-in applications. The return on investment can be fast and compelling.
The most effective infrastructure for your contact centre
Our experience suggests that the most effective infrastructure for a multichannel contact centre is a single suite of integrated applications from a single vendor. This is the view of analysts at Gartner too (Gartner, 2013). This allows a solution to be mapped against a specific customer's work flow without compromise. Automation can then be applied to all the relevant parts of the customer engagement and supporting business processes.
With just one vendor to manage, system administration and support is significantly reduced. Only one set of updates or enhancements needs to be deployed which requires considerably less time to develop and deliver staff training. Monitoring and reporting becomes much easier too. The whole solution is engineered to dynamically manage inbound and outbound multichannel interactions in real-time with the minimum amount of effort and cost.
For a closer look at a streamlined multichannel contact centre solution, take a look at the Liberty® suite.
Discover the hidden costs associated with poorly integrated multichannel contact centre.