Contact centers are frequently looking for solutions to fix their often times unmanageable processes. There are many solutions out there that can be the saving grace. Here are a select few ideas that will get you thinking about what you should be on the look out for.
So, in short, campaign management is like a puzzle. There are many different pieces. Each piece has their own place and importance in the overall puzzle. Figure out how they all fit together and you’ve built a masterpiece.
Contact center agents are at the core of any business. They are the link between the company and its customers. They handle incoming and outgoing calls and are tasked with tackling customer complaints, account inquiries, and support issues. Call center agents are also called service or telephone sales representatives, customer service representatives (CSR), operators, contact center agents, or account executives.
If you desire to see your business blooming, you must invest in a vibrant call center. Here are the principal duties of call agents:
The roles of the customer service representatives are vital for the short and long-term success of the company. If your customer care attendants understand and execute their duties responsibly, your business stands a better chance of succeeding. For better results, these agents must work as a team and create a system that will deliver a unique experience to your customers.
Technology is constantly evolving. Therefore our marketing practices and techniques must evolve with it. Enter omnichannel marketing. Omnichannel refers to the focus on customer relationships and cultivating those relationships through multiple channels. Conversely, multichannel marketing is simply using as many channels as possible to gain awareness. The latter requires an exceptional amount of effort compared to omnichannel marketing. Let’s explore both forms of marketing.
In short, omnichannel marketing is the philosophy of having an all-knowing or omnipresent strategy in place that is not limited to the marketing department. Having all departments within a company embrace this philosophy ensures that the messaging is consistent and memorable across all channels. It provides a more seamless experience for customers, and isn’t that the main goal of marketing? These seamless experiences equate to higher customer retention in the long term.
The consistency of the messaging is only one part of the reason why this marketing strategy works so well. The other part of why this strategy is so effective is that it is effortless. It aims to reach prospective customers by focusing solely on the channels that have been quantifiably proven to achieve results. These results have been analyzed through enhanced data collection and analysis methodologies which stem from using an omnichannel strategy.
With omnichannel marketing the goal is to reach customers through the channel(s) that are most effective, multichannel marketing seeks to reach customers through whichever channel best suits their needs. Even if that means sending messages through all different channels to only receive returns on just one. The whole process is focused on customer engagement. As many as possible.
This might be an effective strategy if the purpose of one’s marketing campaign was brand awareness in the early stages of existence. However, the only really upside to using this strategy full-time is the fact that there are less data touch points which can be directly linked to new clientele. The reason being is that there is usually the same return on engagement across every channel. Therefore, there will only be one, maybe two, channels that will be able to provide enough data to analyze. This makes data analysis rather simple, but also incomplete due to the low return across the other channels. How will you ever know if Facebook really works if you invest the same amount of money and time as you would on running newspaper ads?
Here we have two very different marketing strategies. Although they share a similar name, they couldn’t be any further from each other. Omnichannel marketing means to customize the customer experience so that they are receiving the most benefit from working with your brand and at the same time exerting the least amount of energy to do so. Whereas multichannel marketing seeks to gain awareness across as many channels as possible. The focus is not on the customer, but on themselves, making the customer work that much harder, which is never a good thing.
Data in general is important to every business in the world. Data needs to be safeguarded against viruses, hackers, and whatever else the cyberverse throws at it. Improper data management can result in loss of business which can result in the loss of revenue. And nobody wants that.
So what is data management? Google’s definition comes out to be: the process of managing data (whatever that may be) as a valuable resource -- furthering its potential for a business or organization. Data management is important for many reasons. Let’s take a look at a few of them.
The time previously spent searching for the right information will cost you time and money. If your data is well organized, it will save your employees time finding, digesting, and relaying the information. It can also save your business from having to pay for additional duplication of data. If the data is easily accessible you don't have to worry about employees conducting repeated searches for the same information. This type of repetition can also cut into your employee productivity.
As mentioned in the introduction, customer data is vital to your business. The risks that are involved if data is compromised or even worse, lost, are insurmountable. Having a structured data management system or plan in place can prevent this from happening. If you don’t have this type of plan in place, consider doing so.
Having a data management system in place makes it so that all of your employees are viewing and analyzing the same information. If data is current and accurate, your business or organization has a much better chance of making the most well-informed decisions. You are bound to waste time and money on poor decision making. Instead of taking that chance, put the proper processes in place to ensure that your data is accurate and “healthy”.
Overall, data management is detrimental to the success of your organization. It can increase employee productivity, decrease the chances of data being stolen or lost, and it allows you the opportunity to make the best decisions possible.
There are several things that you need to address before you decide which form of these centers will work best for you. It all comes down to your business and its scalability, goals and activity. Many use both names interchangeably. However, they are far from the same thing. Let’s take a look at what each is before diving into which one might be for you.
A call center is a place where agents take inbound calls and can place outbound calls. They have existed since the 1960s, maybe even sooner since the first automatic call distribution system (ACD) was invented. This system makes it so that inbound calls are distributed to agents based on availability. Suffice it to say, these types of call centers have been around for quite a while.
Many call centers aim to reduce cost by employing less agents. Thus, forcing agents to resolve calls faster and take more calls a day. This led to the introduction of the interactive voice response (IVR) system. Which made it more difficult for customers to talk to a live person. Resulting in both customer frustration and poor customer experience.
Similar to a call center, a contact center takes inbound calls and places outbound calls, however it also serves customers over digital service channels such as cloud-based software. Many of these alternative channels include texting, webchat, email, etc. These channels are usually integrated together into one product or service.
The change between these two didn’t happen overnight. It has something that has evolved over decades as people require less service over a phone and opt to receive the service, when it's needed, over a digital service.
This is kind of a loaded question. A question that only you can answer. I’ll present the major differences between the two types of service -- giving you the full picture before you make any decisions.