Contact Center Blending Best Practices

Introduction

Multi-touch strategies are proving to be highly effective in building and enhancing customer relationships. Relationships typically begin when a prospect reaches out to an organization after researching a product online. It’s one thing to create a relationship with a customer; nurturing and expanding the relationship, by anticipating and delivering what the customer needs on an ongoing basis, creates a much more profitable and long-lasting connection.

The more successful organizations have built a strategy that includes targeted and intelligent touches in a variety of channels, and when possible, in the one preferred by the customer or prospect. Contact center solutions are major contributors to selling, nurturing, enhancing and, in general, retaining and expanding relationships with customers. But this only works if an organization has the right solutions.

Contact center infrastructure has evolved and improved substantially over the past few years. Consider social media channels, which are new additions to service environments. Today, many businesses cannot conceive of life without social media, whereas as recently as two years ago many pundits discounted the power of these channels. Enterprises need to build blended servicing and sales organizations that invite customers to interact in their channel of choice, and also allow them to transition seamlessly from one to another.

It’s time for enterprises to upgrade their contact center infrastructure and evolve into multi-channel, blended, inbound/outbound environments that support sales, service, collections, help desk, scheduling and much more. This white paper presents practical and actionable best practices and tips to help organizations migrate to multichannel blended contact center environments.