Today businesses have to use robust customer engagement initiatives in order to retain customers and make profit.

To be able to do this effectively, many contact centers rely on robust and reliable platforms, like Genesys call center platform, which allows them to maintain their day-to-day operations without facing disruptions along the way.

It is also important to mention that when a contact center is an omnichannel contact center, all communication channels used should have uniform consistency.

Why contact centers need Omnichannel customer engagement strategy

In the last decade, omnichannel cloud call center has become an important part of business strategy, and now it serves as a major component of customer engagement and brand image development.

Nowadays, customers no longer rely solely on telephone communication to interact with companies. While a fraction of the customers still find the phone the most convenient way of interaction, there are many others that prefer the new era digital modes like live chat, email, or social networks.

Without an effective omnichannel customer engagement and handling strategy, companies will struggle to meet the customer expectations. Consulting a provider of contact center solutions, Miratech being one of them, may help understand what kind of implementation will work best for the given contact center. With MiraTech’s Genesys call center software implementation contact centers will be able to make the most of the cloud technology.

Cloud contact centers play significant role in customer experience management and in providing call centers with a solution that has a human face. This is the reason why experts in implementation of Genesys solutions are advocating the need of migrating to cloud in order to eliminate the aforementioned problems.

This kind of strategy offers a convenient solution that allows for switching from one communication mode to another without any hassle, and at the same time offer a seamless uniform experience to the customer.

How to deploy an effective and robust Omnichannel customer engagement strategy

To deploy a successful omnichannel customer handling strategy, consider taking the following steps:

• Use the right CRM software – Invest into the CRM software that is right for your company. The CRM can be seamlessly synchronized with various communication channels. In addition to helping agents handle communication across all supported channels, the use of CRM can help monitor inquiries done through the social media, and do so within the same user interface. So by using suitable CRM software the agents can handle all customer inquiries from a single UI. 

Also, this approach can help automate, to a certain extent, basic customer interactions. The right IVR software would need to be integrated with telephone support to help enhance customer experience.

• Train the agents – Contact center agents should be given proper training in order to know how to handle various modes of communication. This is essential when trying to enhance the overall customer experience. Based on workflow, the same agent may have to deal with more than one communication channel when assisting the callers.

• Get customer feedback – To improve the customer engagement strategy, listening to the customers and getting their feedback is important. Gather feedback from customers about the experience they had across all communication channels used by the contact center. This will help the company understand customer preferences and do the necessary to improve the customer experience across the channels.

• Monitor agent performance – It is necessary to monitor performance of the agents to ensure that the customers are served in the proper manner. To accomplish this, contact center management can take advantage of the CRM software, as well as use call recordings.