In an omnichannel world of customer engagement, context and information flow with the customer no matter how or where they start their journey and picks up where they left off if they choose to reengage. Ideally, omnichannel is a seamless flow of synchronous and asynchronous communication.
For instance, a customer might chat with an agent, get visual information sent to their mobile device, then escalate to voice or video. Or an inbound call might later turn into proactive outreach through any number of channels.
The key is customer convenience and flexibility. But how do you build in the level of agility necessary to meet those criteria?
In a new ebook in partnership with Frost & Sullivan, we show contact center leaders how to manage the complexity of broad omnichannel ecosystems with workforce management solutions that improve efficiency, lower costs, and improve employee satisfaction.
How to Equip Your Organization to Meet Today’s Customer and Agent Needs
Complexity requires simplicity
Handling the complexity that can arise from broad omnichannel operations requires a powerful workforce and performance management capabilities, but it doesn’t have to be difficult. LiveVox provides a simple, integrated solution to power smarter, faster, data-backed business decisions with ease.
Data is the main ingredient for omnichannel magic
With the right business information (BI) tools, you can surface the most salient and impactful information at the right time to unveil the breakpoints and inefficiencies impacting operations and agent performance. These tools unify data generated across channels and apply advanced analytics to create a continuous improvement cycle, producing actionable business and operational insights. This allows you to make strategic-level decisions, enhance operations, and make changes to enhance agent performance and engagement.
Download the ebook for free here.
Powerful BI tools drive operational performance
The data and analytics available in modern customer engagement platforms go beyond the customer journey and involve the quality and performance of agent resources. Powerful analytics bolster quality management programs by enabling supervisors to “monitor” all interactions to get a complete view of how their teams are performing and then drill down into individual interactions for further insights and action.
Data-driven insights enable transformative personalization and CX strategies
Once it leaves the agent’s fingertips, what happens to that data is the difference between disparate interactions and ongoing business transformation. With a modern customer engagement platform, all channels and the resulting data are unified, giving agents access to everything they need to resolve the interaction quickly, easily, and personally.
Download the ebook for free here.
To learn how LiveVox’s unified platform can help improve the customer and agent experience, watch this short video.
