Omnichannel analytics and delivering a quality customer experience is at the top of the list for contact centers. This can only be accomplished when well-oiled gears are running behind the scenes.
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Agents must be able to have access to the right software tools and training to get the job done. The investment into multi-experience (MX) ensures that contact centers are able to keep up with the demand for personalized, fast, and efficient support.
What is multi experience?
MX is a strategy that focuses on personalized interactions across multiple touchpoints. Both employees and customers are able to seamlessly access information throughout those touchpoints. One example of multi experience is the banking industry. In the past, banking was limited to one’s physical presence in a building. This transitioned to online banking, mobile phone apps, and smartwatch apps. Now, many banks provide voice-activated ATMs and virtual agents that cater to the customer. In other words, it’s the AI-driven computer’s job to understand the customer, not the other way around. Multi experience truly embraces the meaning of the phrase, “meeting customers where they’re at.”
Going beyond omnichannel analytics to MX in the contact center
You can ensure a multi experience in your contact center by focusing on specific strategies. You may already have implemented a version of these, so you and your agents may have a good idea of what they entail.
Natural connections between touchpoints
In the omnichannel world, users can engage with businesses across multiple channels. It’s easy for a customer to reach out to a company because they have so many options for communicating. Multi experience takes this up a notch and makes each interaction personalized in a contextual manner. Customers can shift between touchpoints without losing previous interaction history. A unified contact center platform that houses all customer data and integrates into every tool can update changes in real time. This allows agents to pick up with customers right where they left off in any given interaction. Automation technology also helps provide a natural connection between touchpoints. An automated marketing campaign, for example, can be configured to send out follow up SMS messages to customers who may have been inquiring about a service or product via web chat. This prevents redundant and disjointed communication.
Staying 10 steps ahead
Providing MX also means that you know what your customers want or need before they realize it. You should be able to predict their next move, and having the right business intelligence and omnichannel analytics software tools can help contact centers do this. Business intelligence can gather interaction data across all channels. You can find valuable information such as trending keywords, changes in customer behavior, agent performance problems, and common paint points. The LiveVox Performance Analytics tool monitors all interactions and provides users with detailed reports. For example, you might spot a negative trend related to a new service. The report may highlight negative keywords or phrases that indicate dissatisfaction with the new service. This allows leadership to stay ahead of the customer by taking action to correct the problem.
Empowering agents with the right tools
Going beyond omnichannel also means ensuring that agents have the right tools to foster MX. A unified platform that enables seamless workflows can empower agents to provide multi experience. The LiveVox unified CRM stores all data in one place. Contact center agents don’t have to flip through multiple screens during customer interactions. The platform records and tracks conversations across all channels and updates each customer account accordingly. This means that an agent could send a customer an email about a new offering. If another agent needs to follow up, they can do so through SMS. If the customer sends a text back asking for a phone call at a later time, a third agent can pick up where they left off. The third agent would be able to see all of the previous customer and agent conversations across all channels. They’d be able to then tailor their interaction with the customer based off of those conversations instead of starting over again.
To sum up, MX entails several key points. One is providing customers with a personalized experience across multiple seamless touch points. Touch points aren’t limited to mobile and computers; customers can interact with agents via smart watch, smart TV, and more. MX empowers agents by allowing them to provide customized communication throughout the entire customer journey. At the end, the customer receives an experience that flows naturally across multiple channels.
Getting started with an MX experience is simple with LiveVox. LiveVox’s unified contact center platform makes it easy for agents to access the most up to date customer information to personalize their conversations. It uses advanced data and omnichannel analytic tools to drive better business decisions that incorporate the needs of the customer. Request a LiveVox demo to see how you can transform your contact center into a quality MX provider.