How do you integrate your contact center service level with your other channels and touchpoints?

1 Define your service level goals

Before you can integrate your service level with your other channels and touchpoints, you need to define what it means for your contact center. Service level is usually expressed as a percentage of calls answered within a certain time frame, such as 80% in 20 seconds. But you can also use other metrics, such as first contact resolution, customer satisfaction, or net promoter score. Whatever you choose, make sure your service level goals are realistic, measurable, and aligned with your business objectives and customer expectations.

2 Monitor your service level performance

Once you have your service level goals, you need to monitor how well you are achieving them across your contact center and your other channels and touchpoints. You can use tools such as dashboards, reports, analytics, and quality assurance to track and analyze your service level performance. You can also collect feedback from your customers and agents to identify areas of improvement or satisfaction. By monitoring your service level performance, you can spot trends, patterns, and issues that affect your omnichannel customer experience.

3 Optimize your service level resources

To integrate your service level with your other channels and touchpoints, you need to optimize your service level resources. This means allocating your staff, technology, and budget to the channels and touchpoints that are most important and effective for your customers and your business. You can use tools such as workforce management, forecasting, scheduling, routing, and automation to optimize your service level resources. You can also train and empower your agents to handle multiple channels and touchpoints, and to provide consistent and personalized service across them.

5 Review and adjust your service level strategy

Finally, to integrate your service level with your other channels and touchpoints, you need to review and adjust your service level strategy regularly. You can use tools such as surveys, audits, benchmarks, and reviews to evaluate your service level performance, outcomes, and impacts. You can also use tools such as feedback, brainstorming, testing, and innovation to explore new ways to improve your service level integration. By reviewing and adjusting your service level strategy, you can keep up with the changing needs and preferences of your customers and your business.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?