A Consent-based Approach to Multichannel Engagement Workflows with Cloud
Multichannel is not a new concept, as some of you may be reading this on your mobile phones know, and the pressure continues to mount on contact centers to evolve. For those in highly regulated environments, the adoption of non-voice channels has been relatively sluggish. This is due, in part, to the compliance concerns surrounding multichannel outreach. At the core of this concern is customer consent – without solid consent across all channels, each new channel presents compounding risk.
In this final installment of a three-part series discussing multichannel consent, we explore how the cloud is helping solve this challenge by embedding customer preference management functions into existing workflows. Keep reading to find out more.
Customer consent is key and each interaction is an opportunity to capture it
Statutes such as the TCPA empower customers to revoke consent across virtually any medium and at any given time. With this environment in mind, any interaction a customer has with a business across any channel – provides the agent with an opportunity to gain, maintain, or lose consent.
Therefore, the most effective way to manage consent is to embed consent management functions into each of these interactions. At the center of these interactions is the contact center agent – by empowering the agent to manage multichannel consent during a call, consent can not only be re-enforced, but documented via call recording, channel recording (ie. Email or text), screen capture or, in the best case, all three. This multi-layered documentation can be vital if businesses find themselves facing a lawsuit.
Building a repository of consent to enable multichannel workflows rooted in the customer’s channel of choice
Regulatory bodies spanning the FCC, CFPB, and others are to better align business outreach with customer-focused interactions. As such, the more a business can move towards a customer-centric strategy, the less at risk that business may arguably be.
Another benefit of embedding consent management functions across the customer journey is the ability to move towards that customer-centric model. With each interaction that documents multichannel consent, a business can begin to build an up-to-date repository of customer channel preferences.
This database can become a valuable foundation for multichannel workflow creation based specifically on the customer’s channel of choice. In doing so, contact centers can not only increase customer satisfaction, but also be better aligned with regulatory purposes and requirements.
Cloud is helping contact centers accomplish this with cutting-edge solutions
Many approaches to multichannel applications are add-on, siloed, or layered functions. This lack of integration is not only outdated but has resulted in disconnected multichannel workflows. It also makes it virtually impossible for contact centers to manage channel preferences across all functions.
Cloud technology is surmounting these historical hurdles and leading the charge on the effort to address multichannel consent. At the forefront of this innovation is LiveVox.
LiveVox is a leading cloud contact center solutions provider managing 9+billion interactions across a multichannel environment each year. To hear more about LiveVox’s consent-focused approach to multichannel, listen to this latest webinar entitled, “Components of Multichannel Consent”.
Or to see these solutions live, request a demo here.