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Omnichannel Part 14: Checklist for an Omnichannel Contact Center

Checklist for an Omnichannel
February 1, 2019 / Evolve IP


→ 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

The Inner Circle Guide to Omnichannel

This survey report of over 1,000+ contact center professionals includes some interesting findings & trends around the omnichannel contact center market.

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 or call us at 877.459.4347

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