How to Migrate Voice-Centric Quality Management to an Omnichannel Contact Center Solution
An omnichannel contact center solution provides superior customer experience over voice-only options. Today’s customers are self-solving, communicate regularly via live chat, and expect seamless customer service when they choose to migrate an issue up to a voice call with a live agent. Voice-centric quality management can only take you part of the way to providing your customers with a fully evolved, integrated, and efficient experience.
While omnichannel contact center solutions are the way of the future, voice-centric contact centers aren’t left entirely in the dust by new wave technology. Over 44% of people surveyed in the U.S. still prefer phone or voice as their primary customer service channel. So investing in voice calls is still a viable approach, but with live chat being a close second favorite, it should not be your only approach.
AI has Improved Quality Management for Voice-Centric Contact Centers.
Speech analytics is a method of using artificial intelligence to analyze spoken language. Businesses can use this technology to help improve their quality management processes by identifying patterns and trends in customer feedback.
This type of AI can help identify areas where customers are experiencing problems. By analyzing customer feedback, businesses can pinpoint specific issues and then take steps to address them. This can result in improved customer satisfaction and loyalty.
Speech analytics can also be used to monitor employee performance. By analyzing recorded calls, businesses can identify employees who may need more training or coaching to improve their performance. This can help companies ensure that their employees provide the best possible service to customers. To learn more about improving your company’s CX by enhancing your quality management, download Authority Software’s Quality Management guide from DMG Consulting LLC.
What is an Omnichannel Contact Center?
An Omni-channel Contact Center Solution is a complete customer service and support solution that enables businesses to provide seamless customer experiences across all channels, including voice, chat, email, social media, and more.
With an Omni-channel Contact Center Solution, businesses can take a holistic approach to customer service, unifying all customer interactions into a single view. This allows businesses to get a complete picture of the customer journey, identify issues and pain points, and deliver consistent, personalized experiences across all channels.
Omnichannel Contact Center Solution and Quality Management
An Omni-channel Contact Center Solution should deliver powerful quality management capabilities. With this solution in place, businesses can record and review all customer interactions, identify trends and problems, and take action to improve the overall quality of the customer experience. The efficiencies of automation that come with AI for quality management greatly solidify team cohesion and communication between tiers of management. This allows the company to operate more fully as a collective entity rather than a collection of departments. Read more about how digital strategies can improve your CX.
Resolve issues quickly and improve the overall customer experience with an omnichannel solution. Digital channels are more flexible and scalable, so you can easily add or remove seats as needed. In addition, an omnichannel approach is a primary way for your company to develop into a unified contact center solution.
Overall, an Omni-channel Contact Center Solution can help businesses provide a better customer experience, improve customer satisfaction, and reduce operating costs. This solution is ideal for businesses that want to deliver support across all channels and improve their quality management processes.
Migrating from solely voice-centric to an omnichannel contact center opens up a myriad of options for contact centers to increase productivity and improve customer experience. Utilizing the technology, enhanced feedback, and teamwork of a properly run and automated voice-centric solution, an even more efficient omnichannel contact center should be a breeze.
So if you’re looking to improve your quality management process, an omnichannel contact center solution is the way to go. Schedule a demo today to discuss your options.
- With an Omni-channel Contact Center solution, call centers can solve issues more efficiently and improve the overall customer experience.
- AI can be used to strengthen and deliver more targeted analytics to drive better customer experiences.
- Speech analytics can help monitor employee performance and identify areas of improvement with additional training or coaching.
- Omnichannel Contact Center solutions help provide seamless customer experiences across all channels, including voice, chat, email, social media, and more.