Improved customer experience and efficiency
Well performing omni-channel customer service has 360 view to customers. Additionally, up-to-date customer information is in the center of all the operations and available to be utilized by the contact center professionals in each customer interaction.
First call resolution (FCR) is improved significantly when background information is used for routing the calls directly to the best know-how in the organisation. This means immediately better customer experience and shorter customer hold times.
To be able to predict and plan resourcing for the peak hours in the customer service - reporting needs to be up-to-date. With the history data and chosen metrics the customer service managers can use artificial intelligence (AI) to predict the future peaks and scale resources accordingly.