There are many strategies you could implement to run a more efficient, more productive contact center. When it comes to inbound, you should implement multiple channels to ensure you can provide the best customer experience, no matter how your customers prefer to communicate. Then, you can prioritize your contacts by those various channels. And you should provide a dashboard that allows your agents a single view of all of those channels and how your customers are using each at any given time.
For outbound, it’s important to ensure you have enough data—and that the quality of your data is superior. You should also establish the right Key Performance Indicators (KPIs) and use multiple channels in your outbound strategies whenever possible to increase your likelihood of reaching your KPIs.
Finally, consider having a multi-channel contact center —the most effective strategy for an improved customer experience.
For more information on these strategies, download our slideshow on effective inbound and outbound strategies, as well as the benefits of a multi-channel contact center.