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The Ultimate Guide to Omnichannel Call Center for 2021

· OmniChannel,Call Centers,Customer Sevice,Omni Definition,Omnichannel Strategy

Cov19 pandemic has changed our lives for good. It has also brought valuable opportunities for businesses that are successful in loyalty-building customer interactions. Only those companies managed to survive that offered exceptional customer experience. The fact is that consistent positive customer experiences allow organizations to thrive in just about every type of crisis. To seize the moment, you have to develop a virtual omnichannel strategy.

What Is An Omnichannel Call Center?

Before you can create an omnichannel strategy, it is essential to understand an omnichannel call center. In the simplest of words, an omnichannel contact center is a contact center dedicated to offering exceptional customer service to customers to ensure that they keep coming back using multichannel communication on all-in-one platforms. Omnichannel solutions for contact centers provide customers with help based on the communication channel that they want. The answers are highly effective as they give the agents vital customer information at their fingertips without losing the last conversation.

Through omnichannel contact center technologies, it is possible for agents to successfully deliver the ultimate customer service. The technologies help elevate customer engagement and overall customer service.

What Makes for a Good Omnichannel Customer Experience?

The best omnichannel customer experience is a seamless one. If executed correctly, long-term customer loyalty is built to rely on the business to resolve their issues effectively and quickly. The following essentials of effective omnichannel customer service will help you better understand what makes for an excellent omnichannel customer experience.

1. Seamlessly Connected Channels

When there is an omnichannel solution in place, customers should have no trouble communicating through different channels such as texts, emails, and phone live chat, video chat as all the channels would be seamlessly connected.

2. Intelligent Routing

To reduce time wasted going back and forth, customers will be directed to the right agent with intelligent routing. Customer data and information are linked by omnichannel capability from all sources. By integrating other applications such as customer relationship management tools with customer service systems, it is possible to ensure intelligent routing to quickly resolve their problems.

3. Well Integrated Applications

With new communication channels being introduced, it is crucial to fully integrate them completely. To ensure a true omnichannel experience, integration is required at the time the new channel is launched. NOLA ensures that applications are integrated the moment they are introduced.

4. Continuous Information Gathering Throughout the Customer Journey

An omnichannel solution is genuinely effortless. It is based on continuous information gathering throughout the customer journey to provide the best customer experience. As customers are followed from one channel to the next, data is collected along the way. This enables the agent to better cater to customers.

The Best Omnichannel Contact Call Center Practices

The following omnichannel call center practices will allow you to provide better customer experience.

  • Start out with a cloud contact center solution.
  • Integrate tools.
  • Map out the entire online customer journey.
  • As AI keeps evolving its good to start using but not 100% relay on it
  • Pay close attention to social media.
  • Ensure consistency is maintained across all channels.
  • Track and evaluate consumer preferences as they continue to evolve.


Make the most of 2021 by using an omnichannel call center solution like NOLA. We are committed to helping businesses exceed customer expectations.

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