The best cloud contact center software takes channel choice one step further by integrating all the channels so customers can have seamless omnichannel experiences. This means that customers can move across channels within the same interaction without having to repeat themselves or start from scratch. For example, if a customer is texting with an agent about a product issue and decides that a phone conversation would be a better way to provide the details, all is not lost - the phone agent will be able to see a transcript of the text conversation. This eliminates the experience-killing phenomenon of having to start over.
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Part of the channel choice that consumers value includes the option to solve their own problems. Customers don't always want to interact with agents, especially when they have a simple issue. The best cloud contact center software includes self-service capabilities. For example, when a customer uses an interactive voice response (IVR) system, they might be able to check how much they owe on their utility bill and then pay the balance, no agent required. However, if the customer decides he needs agent assistance, the IVR can painlessly transfer him so he can continue on his optimized journey.
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"I like to wait a long time in queue," said nobody ever. People really don't like to wait for very long when trying to get help, and the best cloud contact center software makes sure they don't have to. Best-in-class workforce management solutions improve the accuracy of volume forecasting and then use that information to build optimized agent schedules. Sufficient staffing translates to lower wait times. What if there just aren't enough agents to cover demand? Good software can offer customers in queue the option to receive a callback.
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Surveys are a valuable input to improving customer experience, but the best cloud contact center software can kick it up a notch using interaction analytics. This capability allows organizations to analyze 100% of its contacts and identify things like contact drivers, customer sentiment, and compliance violations. This provides organizations with actionable information they can use to improve customer experience as well as a way to measure results of the improvements on the back end.
For more information about interaction analytics, review these resources: