The use of cross channel communications does not always have to be reserved for external customers. When a company makes investments in technology to provide world class service for its external customers they should consider extending the functionality to internal service centers such as the IT Help Desk. With a majority of the system costs justified for customer service centers increasing the ROI by improving help desk response times and manageability makes a great deal of sense. Cross channel communications capability for the IT Help Desk provides workers alternative ways to communicate with the help desk. How annoying is it when you need to report an issue using email when your PC happens to be down, or call into the help desk when your phone is not working? Again, interaction with your customer (internal or external) the way they need to interact at any given time.
Another way, focusing internally, to improve productivity and increase ROI is to push prioritized work to employees versus relying on them to pull it. Using the power of ACD skills, cross channel communications and integrated business systems that track trouble tickets, workflow documents or CRM activities will get work done on time based on the corporate priority versus the employees. Queued reminders pushed to agents to make outbound calls to customers for follow-up on topics of interest or upselling turning the contact center into a profit center.
The increase of internal productivity through cross channel interactions is on channel.