Omnichannel customer engagement

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Customers demand more than one touchpoint to search for their resolution. As a modern organization, you must offer an omnichannel contact center.

But how would you ensure the first call resolution script and phrases are being adhered to?

Conversation auditing on all channels, such as chats, calls, and emails, can ensure that agents meet the requirements even when unsupervised.

Moreover, auditing locates the blocker, stopping the agent from achieving high FCR rates. Managers and coaches can take appropriate action accordingly.

4. Updating agent product knowledge
Agents shouldn't be trained only during their initial onboarding process. Call centers should train agents whenever any change occurs in the products and services offered by the organization.

An agent unaware of the latest product will nurture unhappy chinese overseas africa database customers on each call compared to agents well-informed of the updates.

Real-time Agent Assist solves knowledge gaps and prompts agents on live calls.
Real-time Agent Assist solves knowledge gaps and prompts agents on live calls.
Agent training should happen whenever an agent joins the contact center to keep them updated. While training isn't needed in all cases, every call center agent should have access to a thorough knowledge base.

Want to know more about Agent Assist Knowledge Base?
Real-time Agent Assist solves knowledge gaps and prompts agents on live calls.

5. Customer feedback collection
Since customer satisfaction scores are highly dependent on first call resolution, frequent assessments are needed to understand how customers feel. Customer feedback is a crucial aspect of increasing first contact resolution.