In this insightful session, MaxContact’s Head of Marketing Kayleigh Tait and Training Expert Ben O’Reilly demonstrated how businesses can enhance their customer engagement through effective omnichannel communication.

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State of Omnichannel Communication

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• 31% of UK contact centres have implemented true omni-channel solutions
• 55% operate in multi-channel environments (but with more disparate systems)
• 77% still primarily rely on voice as their main channel
• B2B customers use around 10 different channels to interact with suppliers
• Companies using omni-channel see 30% higher customer lifetime value

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Best Practices for Introducing New Channels

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• A phased approach is recommended when adding new channels
• Focus on 3-4 channels done well rather than trying to implement everything
• Different templates can be created for different channels
• You need to consider compliance and opt-out options for each channel
• Can set different SLAs and priorities for different channels
• Ability to route different types of interactions to specific agent groups

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Features & Capabilities

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• Contact Hub shows real-time SLAs for response times across channels
• Agents can handle multiple interactions simultaneously (3-5 web chats)
• MaxContact includes conversation history tracking across channels
• Contact Hub allows you to merge and link conversations from same customer across channels
• Templates available for digital channels to standardised responses
• You can transfer interactions between agents and add context messages
• Integration with voice calls – agents can initiate calls from any channel
• Auto-response capabilities for emails and other channels

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Channel-Specific Features

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Email:

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• Carbon copy and blind copy capabilities
• Attachment handling
• Customisable email templates with branding
• Auto-response functionality
• Expandable composition window

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Web Chat:

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• Customer typing indicators
• Location detection (unless masked by VPN)
• File attachment capabilities
• Quick response templates
• Cannot be combined with voice calls due to intensity of interaction

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SMS:

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• Character count and message segment tracking
• Can be integrated into IVR systems
• Payment links can be sent via SMS
• Automated responses based on call outcomes

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Agent Management

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• Customisable concurrent interaction limits based on agent experience
• Force ready feature to keep agents available on specific channels
• Real-time queue management and agent allocation
• Ability to transfer between queues based on demand
• Performance monitoring and tracking capabilities

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Are you ready to take your sales and collections to the next level?

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‍Get in touch with the team today and explore how MaxContact can help.

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