Optimize Voice – the All-Star of Omnichannel Contact Centers

Delivering an omnichannel experience is at the very foundation of superior customer experiences. It’s also one of the contact center’s biggest challenges. In reality, many businesses provide some level of multichannel communications, but siloed systems are still the norm.

True omnichannel is when all the systems work together. It requires the coupling of the right technology with all the company knowledge about each customer. That way, customer information can be shared instantly so that contact center agents and other employees can create a seamless experience to customers across channels and touchpoints.

Voice interactions are on the rise

Improving CX and customer satisfaction are top priorities for contact centers today. In addition to streamlining processes, customers want to experience a seamless omnichannel journey. According to studies conducted by Frost & Sullivan, customers will interact with companies on an average of nine different channels.

Although there are those who think that the number of voice interactions is shrinking and will continue to do so, they are actually on the rise. In fact, 70% of those recently surveyed in a Frost & Sullivan report indicated that the number of voice calls has increased. Furthermore, it may be the proliferation of channels that are making voice an even more attractive option. Yes, self-service is great for resolving simple requests and issues, but those with more complex problems still prefer the human touch.

Addressing more complex issues requires that omnichannel contact center agents are properly trained to the highest level. Quick access to complete customer information and an extensive knowledge base is critical. Effective scripting tools are also necessary. But the reality is that the caller experience of most contact centers still leaves much to be desired. Recognizing this and continually working to improve the caller experience is what will help maintain voice as the all-star of omnichannel communications.

Cover Image | Frost & Sullivan | Noble Systems | Consumer Preferences Drive Design & Innovation in Customer Care



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Create a competitive advantage by addressing top complaints

An Accenture survey cited that the top two consumer complaints were having to contact a company multiple times and being kept on hold for too long. In fact, studies estimate that approximately 70% of callers are put on hold. Addressing this hold-time epidemic is one way to improve the customer experience and differentiate your contact center from others.

Here are some tips that can help you reach this goal.

  • Staff appropriately. This will help to reduce wait times. With a Workforce Management solution, you will be able to track your inbound call volume so that you can forecast more accurately and quickly schedule staff to meet current needs.
  • Get callers to the right place. An intelligent Call Routing solution with IVR and automated menus can deliver callers to the correct department or agent right away.
  • Know who is calling and why. A unified system that automatically provides instant access to customer information, including current status and account history, helps contact centers respond quickly to callers without making them restate information or wait while agents manually look up records.
  • Turn hold time into active time. When you have to put a caller on hold, use advanced messaging features that appeal to the specific caller by engaging them with relevant information. With advanced IVR with text to speech and speech recognition, you can occupy the caller’s time on hold by confirming their account details. Also consider giving them an option to receive a callback without losing their place in line.

Everything a contact center does to optimize voice interactions also improves the customer experience and saves time for agents and customers. It also improves customer satisfaction and loyalty.

What does your omnichannel contact center do to optimize voice interactions with customers?