When it comes to sourcing a new contact centre, the business case is often the trickiest part.
Omnichannel customer engagement has been a contact centre option for several years. However, the adoption of this functionality is only now beginning to attract widespread adoption. Equally, managers of both business operations and contact centre services have learnt that planning is critical. Before the planning and transition however, the business case has become essential in giving business heads the confidence to make the move.
Customer Centric
By customer, here we are talking about your internal customer. Customer delight is an important factor within the business as it is outside the business. Understanding all stakeholders needs and hearing all voices that influence or touch any part of the customer experience are crucial. You will come across introverts and extroverts in your business, and it's vital that both personalities are catered for. Try different techniques such as workshops, one to one interviews and questionnaires to ensure everybody gets the chance to contribute.
The same applies to your external customers. When implementing an omnichannel contact centre, the customer is at the heart. Therefore, it is important to obtain feedback and interview customers. Without this valuable information, it will be impossible to map how customers want to engage and interact with your business.
Segment your customers according to market, lifetime value, demographics, etc., to give more direction to the features and the costs you need.
Business Silos
When functional teams manage customer experience, silos exist. This contradicts omnichannel communication and processes. To avoid this, assign ownership to each customer experience objective and set performance metrics that deliver the most value over the customer life cycle. Assigning ownership to an individual rather than a function will drive the person accountable to involve everybody necessary to get the right results.
