Improving patient experience with contact center excellence
Delivering exceptional patient care is as important as ever in today’s healthcare landscape. Explore challenges & opportunities in how healthcare cont...
CallMiner's 2024 CX Landscape Report is here! |Download today
Solutions
Products
Customers
Solutions
Products
Customers
Resources
Company
The Team at CallMiner
August 28, 2023
An omnichannel contact center synchronizes customer conversations across multiple channels, including email, phone calls, and social media. By implementing an omnichannel strategy, organizations can ensure they meet their customers wherever they are to gather important feedback that shapes products and services.
Read this blog to learn:
An omnichannel contact center tracks customer interactions across multiple channels. Omnichannel contact center software acts as a hub between those channels, allowing customer service agents to respond to customers efficiently.
Although phone calls are typically thought of as the primary form of customer contact, today’s customer conversations are broadly scattered between live chats, emails, Facebook messages, Tweets, and more. Omnichannel contact center software pulls conversations and feedback from all the channels a business’s customers use to give customer service representatives and decision-makers the information they need to improve customer experience.
Omnichannel contact centers take on multiple responsibilities, but the following are their primary tasks that allow businesses to serve their customers better.
Delivering seamless omnichannel customer service isn't easy. Head over to our blog for six omnichannel best practices, including:
— CallMiner, Inc. (@CallMiner) September 27, 2022
✅Meeting customers on their channel of choice
✅Offering self-help solutions
✅Smoothing the gaps between tech siloes
Read more ⤵️
Feedback collection is the bread and butter of an omnichannel contact center. From pulling tweets mentioning the company’s name to curating emails and live chat transcripts into a customer service representative’s inbox, omnichannel contact center software brings customer contacts into one place.
Furthermore, feedback gets categorized and organized according to the business’s needs. The best omnichannel contact center software offers plenty of rules and tagging systems for initial setup while continuing to learn the organization’s routine to automate future categorization.
In addition to automating the customer feedback organization process, omnichannel contact center software completes other tasks automatically. For example, it can identify when customers are at risk of turning away from the company based on sentiment analysis data and alert agents immediately to the problem. It can also remove sensitive data from customer conversations and evaluate agent performance during customer contact via any channel.
The overarching responsibility of an omnichannel contact center is to identify customer experience problem areas. As such, omnichannel contact center software has multiple ways of doing this, including:
Customers want and need to be heard by the businesses they choose to spend their money on. According to Softtek, an omnichannel customer strategy can help retain about 89% of customers. Launching an omnichannel contact center strategy starts with these three steps:
Omnichannel contact center software is what will ultimately help you manage customer interactions, gather insights from customers, and map customer touchpoints. It’s crucial to feel connected to the software you choose by finding one that best meets the needs of your company, its agents, and its customers.
Specifically, look for software with conversation analytics, detailed reporting, agent monitoring, and automated organization.
Customer journey mapping explains what customers do as they explore and interact with your brand. By learning the typical journey your customers take across your brand, you can offer help at various touchpoints to ensure that you give them what they need each step of the way.
Call center agents should be trained on and off your contact center software to quickly and effectively assist customers. They also need the right supports from management, including training, meetings, feedback, and supportive software, to continue improving.
The right contact center software intelligently tracks and evaluates conversations to give agents productive feedback, like in-call guidance and immediate call metrics.
CallMiner delivers an omnichannel customer experience via our CallMiner conversation analytics platform. The AI-powered platform tracks customer conversations, highlights areas for improvement, and brings data to life through visualization tools that benefit agents and management. With CallMiner’s software integrated into your system, you can monitor every customer channel, adding agents and self-help options at critical points throughout the customer journey.
A multichannel contact center monitors and uses information from each customer channel separately, while an omnichannel contact center blends that information together to paint a more accurate portrait of overall customer interactions. Additionally, omnichannel agents are trained to handle interactions from multiple platforms.
Suppose a customer published a post on Twitter about an issue they had with Company A’s product. A representative from Company A reaches out to the customer via Twitter DM and asks the customer to call a supervisor’s direct phone line.
The customer does, and the supervisor offers a solution the customer accepts. The next day, an agent follows up with the customer via email to ensure their satisfaction.
The best omnichannel contact center software seamlessly connects agents to customers on every platform they use for interaction while tracking the customer’s journey with the company. The CallMiner platform is among the best options for omnichannel contact centers, gathering customer insights and providing detailed feedback to assist companies in meeting their customers’ needs.
CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.