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The benefits of "MCCC" as you call it are several. If you like financing of a system that support MCCC I'm sure you know some of them.
Better Agent utilization
Unified reporting
Single point of integration
Single virtual queue
Better control of resources, specially if you put Work Force Management SW on top for all channels.
If you send a email from a web form and later call the same contact center, the agent may se there are a pending email from you if there is a unified contact database. I think MCCC are good from all perspectives (customer, IT, agent, managers) except perhaps cost of implementing.
From my experience, treating all interactions in a single real-time environment is the only way to go. Still if you just integrate selfservice, email and inbound voice you come almost all the way. We do not use the features for SMS, Chat, IP-telephony even if we got them. Fax is easy to gateway in to any email management sw. I think it's important to make sure the system deliver all interactions to the same desktop application; this is the only true MCCC way and cuts agent training time. Using a single "softphone" with support for all channels also let the agent and managers know exactly on that time is spent.
I guess many lack the insentive to implement a single interaction management system because phone is still king and email is often treated without priority or with separate teams.
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