Contact center traffic grows exponentially during the holidays, but not every customer interaction is great. Wait times become longer, agents get overwhelmed, seasonal hires are often undertrained, and overburdened systems slowdown, frustrating customers during an already hectic time.
Contact center innovation is crucial not just for succeeding during the holidays, converting new customers into loyal ones for the new year, but for ongoing success in a rapidly changing landscape. As your organization gears up for peak profit season, what kind of CX enhancements will boost performance and win customer loyalty?
Integrate digital channels to provide a seamless and consistent customer experience.
Be honest: do your customers have to repeat themselves across multiple touchpoints and juggle different channels without clear direction?
Consider these service scenarios:
- A customer contacts support via chat about an issue. They follow up by calling the contact center only to find the agent has no record of the previous conversation, requiring them to repeat themselves.
- A customer orders a product online and receives an email confirmation. When the product is delayed, they receive no notification. They call the contact center only to find out the product has been on backorder, fueling frustration.
Fragmented digital experiences make customers run, whereas customers will . Bring together teams, resources, and insights to supercharge contact center performance and even better customer experiences.
Leverage AI to enhance call management and customer insights
From workflow automation to performance monitoring and insights, AI is your not-so-secret weapon for streamlining operations and gaining a comprehensive customer view.
Here are four ways to put AI to work this holiday season:
AI Noise Removal: Ensure crystal-clear communication regardless of where conversations take place.
- Deliver clear, crisp call recordings with near-perfect transcripts.
- Elevate customers’ experiences by delivering outstanding call quality regardless of where agents are working.
- Cut through the noise (literally) to resolve customer issues faster.
AI-Powered Workforce Engagement: Enhance agent effectiveness and customer interactions from a single desktop view.
- Empower agents with tools for live monitoring, keyword spotting, sentiment analysis, and more to better assist customers.
- Monitor real-time call progress and step in when needed to provide support.
- Use AI-generated word clouds to identify hot topics, key trends, and customer sentiment insights.
Virtual Agents: Scale your support capabilities effortlessly while maintaining quality service.
- Use natural language tools to replicate a live-agent experience; provide intelligent self-help and seamlessly escalate calls to live agents when needed.
- Send call context and history with all escalations, plus have your VA mine agent-led conversations – providing ongoing suggestions and fetching relevant information throughout.
Make customers want to stick with your brand year-round
Integrate these CX enhancements fast, securely, and cost-efficiently with Avaya Experience Platform. Harness innovation in time for the holidays without disrupting operations. See how.
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