CHECKLIST: KEY ELEMENTS TO ACHIEVING YOUR OMNICHANNEL STRATEGY
→ The overall omnichannel strategy should be clearly explained, and broken down into achievable aims and goals
→ Anything that does not lead directly to implementing the strategy should be sidelined
→ Align KPIs with what you want to achieve. If some traditional customer metrics don’t support the strategy, don’t be afraid to lose them
→ The executive sponsor should have authority across departments and have the ability to break down silos
→ Talk to customers and understand what is broken, what works well and what they value most
→ Customer journey analytics can identify processes that can be redesigned if they are wasteful, broken or inefficient. Remember to include back-office processes, fulfillment, and third-parties if the customer journey uses these
→ Have visibility and measurement along the customer journey, not just for individual channels
→ Use analytics tools for text and desktop applications, as well as voice
→ Identify the agent skills needed and those which are currently present: train and recruit accordingly
→ Use an interaction platform capable of routing and handling multiple channels and cross-channel interactions with a single set of business and routing rules
→ The platform should preserve context and history across channels, with no need for the customer to repeat their issue
→ Connect the customer with the right agent: workforce management should be for all channels, not just voice, and have the capability to include knowledge workers and the back office if necessary
→ Agents should have access to a single up-to-date knowledge base and a unified desktop application with all relevant applications and data
→ Consistency across databases should happen automatically in real-time without the need for manual intervention or duplication
→ Use closed-loop performance management – use regular assessments, measure process improvements, skills gaps etc.: omnichannel is an ongoing
About Evolve IP’s Contact Center: Your contact center is the lifeblood of your enterprise, so anything that you can do to improve agent results and customer experience is a major win for your business. Evolve IP’s Gartner recognized omnichannel contact center provides all of the features you need to run a world-class omnichannel contact center.
For more information on Evolve Contact Suite, please email us at info@evolveip.net or call us at 877.459.4347
About Evolve IP
Evolve IPs “Work Anywhere Office” is the only platform available that seamlessly integrates desktops, collaboration, communications (phone systems), identity and access management and contact center into a single browser-based solution that runs on any laptop, desktop, tablet or mobile phone. Services perform identically on the devices employees want to use, delivering on the promise of remote work productivity, the ability to hire the right workers anywhere, while improving employee and device security.
