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Tips for Deploying a Social and Multichannel Cloud Contact Center




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With the growth of multichannel journeys, customer paths and interactions have become too complicated to evaluate based on simplistic metrics like average call time, average resolution time or the number of sales made. Big Data analytics can help customer service agents analyze how different messages, variables, options and demographics can impact interactions, and determine which cases are most successful. Companies can then create metrics that truly evaluate the effect of a channel on the customer experience as well as their own efficiency. Analytics + insights = great cross-channel management in the cloud. 

There is a fundamental shift underway in how consumers interact with businesses. According to research from Ovum on consumer preferences for customer service, the use of email, Web chat, Web self-service, social media, mobile and SMS for customer service has more than doubled in the past two years. At the same time, consumers still rely upon picking up the telephone to call an agent to resolve the same issue. 

Companies need to meet the needs of cross-channel customers that often seek resolution online, and then jump to traditional channels when their initial needs are not met. Cloud-based contact center solutions are giving companies of all sizes a tremendous amount of flexibility to engage customers across voice, Web, social and mobile channels. Here are five tips, identified by Genesys, for deploying a social and multichannel cloud contact center.

 

Related Topics : Vulnerabilities and Patches, Resellers, Broadcom, Broadband Services, Supercomputing

 
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