The transition of contact centers to omnichannel solutions has been going strong for quite some time now. However, while 'pure voice' call centers are pretty much a thing of the past, not all organizations have gone full-on omnichannel yet. Some still hang on to previous generation solutions, where different channels aren't integrated into a single interface.
As Bicom Systems launches its new Omnichannel solution, I spoke with the company's Contact Center Product Owner, Sevda Frasto, to get her take on the reasons why contact centers should go omnichannel, ASAP.
"Omnichannel solutions offer numerous advantages that significantly enhance productivity, customer experience, and key organizational performance indicators," she notes.
Here's what you need to know about the significance of omnichannel for modern contact centers, the main benefits to consider, and Bicom Systems' new offering.
Agent Productivity Powerhouse
Let's start with agent benefits. Contact center agents are one of the main beneficiaries of omnichannel solutions which boost their productivity, enhance their service delivery, and generally make their lives significantly easier. Here are the important agent benefits to consider.
Improved Customer Understanding – By integrating all channels into one interface and offering comprehensive knowledge resources, omnichannel solutions facilitate better understanding of customer needs.
"Agents are empowered to engage with customers through their preferred channels, fostering improved communication; and they can prepare better, act quicker, and resolve issues faster," Frasto explains.
Multitasking – The seamless transition between channels, with all data available in one place, allows agents to multitask while maintaining a consistent level of service.
"Features like conversation history across channels allow them to handle multiple requests simultaneously without compromising quality."
Time Saving – With chatbots, canned responses, and WhatsApp templates enabled, agents save a considerable amount of time, which can now be dedicated to more complex tasks.
"These features facilitate quicker responses, help direct requests to the right queues, and can sometimes resolve issues before they encounter a human agent," Frasto notes.
Accessible Support – Many omnichannel solutions include features that allow agents to easily consult with their supervisors in real-time, resolving more issues on the spot.
"Features like private messages allow agents to consult with a supervisor confidentially within an existing conversation window and respond immediately."
Seamless Customer Experiences
No less importantly, omnichannel solutions play a valuable role in improving customer experience. How do they change things for the better on the customer's end, then?
Increased Convenience – First and foremost, omnichannel means that customers can reach the company through their preferred channels, making these interactions infinitely more convenient for them.
