A contact center is not only about fielding calls anymore. Today’s demanding, tech-savvy customers demand that your organization is reachable 24X7 through any form of communication they desire – call, email, web, chat, or fax – in other words, you require a multichannel contact center for customer interactions.  And even though your organization is committed to providing the best possible customer experience, translating this desire into reality demands high-technology solutions that we at VR are experts at furnishing. A recent report by the Incoming Calls Management Institute (ICMI) states that the number of traditional call centers that provide support by telephone alone is growing smaller, with most opting for the multichannel route. In such a scenario, you cannot afford to be left behind.   As ICMI notes, “When it comes to customer contact, it’s all about being accessible and giving customers choices.”  Key features of the ICMI report include the following: 

Ø All 648 contact centers surveyed handled traditional phone calls, but 86% also handle customer e-mail, 16% support web chat, 11% support web callback transactions, and 4% handle VoIP-based web calls.

Ø Half of the centers that supported chat use web collaboration applications such as co-browsing, page pushing, and form sharing during chat sessions with customers. 40% of centers handling web calls do so during web call transactions.

Ø Agents at 62% of centers handling chat handle more than one chat session at a time. 63% of these agents report handing two to three sessions simultaneously. It is abundantly clear:   for a contact center to be competitive and customer-responsive in today’s dynamic environment, embracing multichannel functionality is an absolute must With our expertise in multichannel contact center design, we will enable you to: 

Ø Determine how a multichannel approach can enhance your productivity

Ø Ascertain the critical factors to consider when transitioning to a multichannel platform

Ø  Establish proper training procedures for your agents in a multichannel setup

Ø  Develop key performance metrics for the organization

Ø Seamlessly and efficiently manage all customer interaction channels – phone, email, chat, and web Conversion to a multichannel contact center will result in greater agent productivity, lower costs, higher first-time resolution rates, and – most importantly – more satisfied customers.