1. Make it Easy to Access Your Support Team

Don’t make customers work for it; make sure all your contact avenues route through your omni-channel contact center. This ensures that your trained agent workforce is handling all of your channels consistently!

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2. Train to Each Agent’s Strengths

Since your agents are now handling all the requests that come in to your organization, you need to measure the quality of the product being delivered. Make sure you are using a toolset that allows you to track and measure every channel, both independently and as a whole. Remember that some agents may be stronger in written form than voice (and vice versa), so being able to measure independently is critical.

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3. Don’t Ask Me That Again

This is an old one, but it still surprises us how often we provide information just to be asked the same thing again by the agent. Any collected information should be passed to agents and ideally should “pop” in whatever application your agents live in.

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4. Record agent activities on the desktop

If you are only recording phone calls, you are missing out on all of the other multimedia channels. Make sure your solution allows you to view agent screens in real-time and that you have the option to record the entire agent desktop.

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5. Automate Your Self-Help Tasks

A great way to offload routine tasks from agents is to implement a self-help strategy. This strategy should reach across all of your multimedia channels. For example, can your customers ask for their loan balance via SMS or while waiting in a webchat queue?

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6. Get Sentimental

While it's great to be able to able to randomly audit agent conversations, sentiment analysis should be flagging and narrowing the data set for review.

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7. Optimize the Agent Schedule

A solid workforce management application optimizes productivity and avoids a number of problems by ensuring the right number of agents are available. We avoid those long and frustrating wait times, and agents are not overtaxed.

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8. Easily Provide Ongoing Training

Your agents are truly the gateway to your organization and brand. While voice contacts are decreasing, customers are reaching out in more ways every day and it is important that you provide a consistent brand image.

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9. Escalate Issues Seamlessly

Frontline agents need to escalate conversations from time to time. Make this process seamless for your agent and the customer.

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10. Use Customer Feedback to Create Iterative Improvements

Find out what the customer thought of their experience and use this to constantly improve your processes.