Today’s customers are increasingly “omni-channel” and expect consistent high quality service from companies regardless of their channel or device. These individuals research organizations on company or other web sites and social sites before initially engaging with the vendor. Customers prefer to “self-serve” first, before contacting a company through the contact center.
This briefing will address the rise of the omni-channel contact center as a way to provide superior customer service for the changing consumer. The presentation will outline several strategies and best practices to successfully move to omni-channel customer care.
Learn how addressing the needs of the omni-channel customer can help your business including:
- The latest trends and research that are shaping the power of the omni-channel customer
- What these customers expect from companies
- The challenges of moving from a multi-channel to an omni-channel contact center
- Best practices and innovative solutions in omni-channel customer care