Omnichannel Contact Center Services: 4 Tactics to Advance Customer Care


Exciting advances in customer care technology are enabling all-new ways of connecting with consumers. And yet, legacy contact center facilities often lack the technology infrastructure needed to meet today’s online/automated contact center potential. At the same time, new trends in mobile working and employee engagement are driving interest in flexible workplace layouts.

For some organizations, this push for a more modern contact center means a decision to retrofit  existing technology or start from scratch. In either case, it’s wise to have IT leaders at the decision-making table early onto weigh in on the technical pros, cons, and potential ROI.

The call to go digital—and the challenge

Live chat. Video call with screen-sharing. Text message. Traditional voice connections. Increasingly, customers don’t want just one way of contacting your organization; they want options. The C-suite is increasingly looking to IT to invest in omnichannel solutions to provide personalized, satisfying customer experiences.

But as Cisco says, “borderless customer care” comes with challenges, too, such as selecting a platform that ensures secure collaboration. When senior management calls for multi-channel customer service options, the following are tips to ensure that you come up with the right set of answers.

  1. Listen first, and then form strategic recommendations. Listen closely to senior manager’s underlying concerns and ambitions—then do some extra footwork before making any recommendations. Whether you are helping a brokerage team locate a new contact center facility or an entire portfolio of locations, be prepared to provide details about technical requirements and the ROI of additional investment that may be required to prepare a facility for omnichannel customer service.

  2. Plan for scalable technology infrastructure. With the rise of telecommuting in contact centers, scalability is more than just a real estate consideration. It’s important to ensure the capacity to support fluid in-house and remote teams. These needs might ebb and flow over time, as the number of customer care representatives grows and shrinks according to product demand or campaign.

  3. Give them what they want: movement. Today’s technology can free representatives from their desks and provide greater workspace choice. But will a major renovation and infrastructure upgrade be needed to support a modern workplace with break rooms, collaboration tools and stretching areas? Use the planning phase to explore how wireless, connected systems, and physical space interact can interact to create a more engaging and productive workplace.

  4. Start early, and with the right team in place. When it’s time to roll out a new or renovated contact center facility, prepare as early as possible for a smooth transition. Critical tasks include evaluating potential systems and location capabilities, teaming up with a tech partner you can trust, and staying attuned to cues from corporate leaders for signs that they’re ready to proceed.

With omnichannel connections becoming critical for many contact centers, it’s only natural that IT should get a place at the table. The right omnichannel strategy will help you better understand your customers’ journey and consistently deliver personalized experiences that boost satisfaction and loyalty.


June 12, 2017