In our first two blogs in this series, we set out to define what it really means to be a Connected Enterprise, identifying the top three characteristics that all connected organizations share. We discovered how Connected Enterprises enjoy far higher levels of workforce and customer engagement than their peers.
At the same time, they share a unique opportunity to raise the profile of their customer service team or contact center. With access to millions of customer calls, texts, emails, Tweets and Chats, the contact center has a pivotal role to play in turning raw customer data into valuable business insights to help build connectedness across the whole organization.
Becoming a Connected Enterprise provides the next big step in the evolution of the contact center but what does it really mean for your customers? Connectedness benefits everyone, from customer service advisors to agents themselves. In an increasingly omnichannel world, this can break down data silos and expand cross-departmental capabilities.
Connected Enterprises also adopt simple, customer-centric processes—including a unified view for advisors where complete customer journeys are reflected, from the channels customers use to previous purchases and past conversations. With this system, agents deliver the fast, accurate, first-time responses people expect from their favorite brands, safe in the knowledge they also understand who they are, how they feel and what they want now and in the future.
So, how can organizations become a Connected Enterprise that holds better customer conversations? Here are 3 tips:
Meanwhile, consider how your organization interacts with customers. Does it understand how customers want to interact with your brand and provide them with their preferred channels? To discover what channels matter to your customers, simply ask them. Then, focus on the clever stuff, utilizing automated analytics to reveal which channel is trending on a customer’s wish list to revitalize your organization’s multichannel capabilities and guarantee satisfying customer experiences every time.
Likewise, a multinational media conglomerate recently deployed quality and desktop analytics to connect the right data, giving them valuable contact center insights that have helped them to increase CSAT by 6.4% while generating an estimated 3% saving in operating costs. Both these trailblazers are demonstrating what it means to be a truly Connected Enterprise.