How loyal are your customers? Good customers are great to have, but are they truly loyal? Loyal customers are people that are so delighted about doing business with you that they are willing to make the extra effort to post a positive online review, tweet your praises, or send you personal thanks about their experience. These people are truly brand advocates! Having them (and their repeat business), becomes the foundation for building world-class brands.
Studies indicate that developing a loyal customer base requires that you deliver consistently exceptional customer experiences. This is achieved by anticipating and proactively servicing customer needs. Winning the hearts and minds of customers is earned by having one personalized conversation at a time with their choice of engagement channel – whether by phone, IVR, chat, social, email or any combination thereof.
Typically, the contact center is the nexus of this conversation. It is important to have contact center agents armed with the tools they need to manage customer conversations and channels. Following are the technology elements that are needed in a multichannel contact center to enable you to develop a loyal customer base that will empower your brand.
Element 1 – Cloud Technology:
Cloud technology has matured over the past few years and is proven to be reliable and secure. The added benefits of a cloud service include conversion of capital expenses to operating expenses, flexibility to scale to match call fluctuations, and protection against system obsolescence.
Element 2 – Cross-Channel Intelligence: Companies need to implement cross-channel intelligence to meet customers’ growing expectation that vendors are aware of who they are regardless of how contact was initiated. Adding and integrating channels in the cloud proves to be a more cost effective and efficient solution than premise-based updates and upgrades.
Element 3 – Reliability & Scalability Proof Points: It is important to identify how reliable a vendor’s infrastructure is based upon meaningful volume. Large call volume handling means that a vendor is more prepared to support your growth as well as successfully manage call surges. Requesting proof points in this area is vital.
Element 4 – Secure Infrastrcuture:
A “Layers of Defense” approach to security is the best way to ensure that customer data and personally identifiable information in the contact center is protected. To achieve rigorous security policies, cloud solutions must meet industry standards such as PCI compliance. Typically, cloud solution providers will need a team of certified security specialists to implement and manage these policies.
Element 5 – Empowering Agents: Calls continue to represent over 70% of all inbound interactions (The U.S. Contact Center Decision-Makers’ Guide, ContactBabel). Many contact centers use a blend of technology to service customers, such as speech recognition, along with agent support in order to achieve efficiency and encourage engagement. To provide a unified customer experience across channels, the contact center cloud must be able to deliver a single view of all interactions to agents at their desktop via a media bar. In order to achieve this, cloud contact centers must integrate with popular CRM solutions.
Element 6 - Personalized Communication: Adding any type of personalized “customer touch” helps callers feel more comfortable as well as valued. It goes beyond knowing a customer’s name. It includes being able to anticipate why a customer is calling and being proactive at offering an answer. For example, VoltDelta’s 511 traffic information platform provides repeat callers with an option to directly access traffic conditions for the same stretch of road derived from their previous inquiry.
Element 7 – Monitor, Manage & Measure: Many organizations find that reporting between networking (email, chat) and voice calls is especially challenging to unify within a cohesive infrastructure. Look for vendors with this experience to make it easier for your supervisors to prioritize and balance attention across all channels as well as to identify successful or failed interactions.
Download the complete white paper titled “Winning the Hearts & Minds of Customers: The Anatomy of a Successful Multichannel Contact Center” at
www.VoltDelta.com. 
About VoltDelta
VoltDelta is a global cloud-based contact center provider with 35 years of experience. We rapidly tailor and integrate our multi-channel contact center solutions to enable you to increase revenue, boost retention and reduce operating costs with proven scalability and reliability. Our service guarantee is supported by contact center and carrier experts who are dedicated to your success.
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