Multi-channel call centers are getting more and more common.
Today’s customer wants to reach you through multiple channels: phone, web, email are the minimum. Mobile applications are becoming a “must-have” in some segments (airlines, banks). Twitter, Facebook and some form of real-time chat are gaining popularity. If your job is running a call center, things are not going to get any easier. (See “Getting Multichannel right is hard”.)
The hand-off challenge
A key challenge is transferring people between channels at the right moments to make the most of each channel’s ability. Online self-serve interactions are by far the lowest cost to your company, but you certainly don’t want to lose a sale by locking someone into that channel or not providing an alternative when there is a hiccup. The “hiccup scenario” is one of the major drivers of click-to-call and click-to-chat implementations. For example, they allow you to rescue purchases from becoming abandoned shopping carts. But only if the implementation is done right.
Fonolo’s approach to providing a mobile- and web-friendly interface for your call center is the easiest and most flexible way to achieve that smooth hand-off. We can handle hand-off between email and calls, and even between live chat and calls. (Contact me if you want to learn more.)
Trend Alert! Contact Center Industry Predictions for 2023
This report offers perspective on where the contact center industry stands today, plus our trend predictions for 2023.