Maximize Your Tools
Maximizing your tools like video conferencing, workforce management systems, callback systems, proactive notifications, and automation need to be a priority. What Art has seen work well is blending channels to deliver service at the customers’ moment of need.
39:02 “I'll give you an example here, a customer calls in the phone line. And well, wait a minute, what's your question? And if you can sense which systems can do that they're on a mobile device, and you've got the identity information that matches, ‘Okay, so we got your phone number, can we send you a text message? Can we send you a short URL where there's the frequently asked question so that you can get the answer to that question instead of staying and waiting in queue?’
So it's that level of even starting to blend channels, or shift traffic across channels. It's just good old customer journey mapping. But it's now under stress that a team has to really join together across all those silos, look at the customer journeys, look at where there's the traffic volumes, look at where there's new journeys, and continually upgrading, designing and optimizing those journeys.”