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Tech-savvy Generation Y and Millennials and a growing number of technologically adept baby boomers are leading the charge toward multichannel customer communication. These and other customers expect companies to offer service and support – and to respond to praise and complaints – through multiple contact channels, including voice, email, social media and more. To succeed in this new era of customer contact and reputation management, companies must assess customer channel preferences, embrace and select the right bundle of services to deliver on those needs, and plan an implementation strategy. Companies must continually train agents to provide leading-edge service and ensure the organization maintains the highest levels of customer response and support.