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A semi-public utility company has noticed increasing numbers of customers are reaching out to its customer service, as opposed to physical touchpoints. The spikes in volume are not being handled as effectively as they could be, with improvement needed in regards to first contact resolution (FCR), average handle time (AHT) and customer effort scores (CES). Additionally, the churn rate among contact centre agents has risen, a trend management hopes to reverse by increasing agent engagement, which in turn raises job satisfaction.
Connecting customers to the agents ideally suited to handle a given situation. This means providing agents with a 360-degree view of the current situation by collecting relevant data from past interactions. Factoring in customer history, profile and needs should then enable a swift transfer to the agent with the expertise and required skill set to achieve a quick, effective resolution.
A contextual routing strategy customised to meet customers’ needs and leverage agents’ skills.
Establish and refine routing rules that put customer engagement strategies into practice.
Activate routing rules on specific dates and at certain times.
Leverage data from the CRM and other tools in automated routing decisions.
Test and evaluate routing rules before operationalising them, while analysing the effectiveness of current rules.
Optimise interactions with customers. Deliver consistent, end-to-end customer experience across channels through a single platform that enables coherent conversations by integrating third-party AI with Odigo AI.
With consumers increasingly shopping online, retailers need to deliver an experience as reliable and convenient as the one they offer in brick-and-mortar stores. Crucially, they must facilitate agents’ work by giving them a one-stop interface that displays all customer information, but also enables the management of inbound and outbound calls and efficiently handles all omnichannel interactions.
With banks reducing their number of brick-and-mortar locations, how can they continue to deliver rewarding, personalised customer experience? One way is to harness the transformative power of automation. By handling more and more use cases, an omnichannel bot can drive customer service efficiency, reduce costs and enable banking advisors to focus on high-value interactions.