The omnichannel framework helps bring together your ideal contact mix by understanding service journeys, how customers behave during them and then matching the most appropriate form of response given customer preferences.
Omnichannel is an inevitable evolution for contact centres in today’s digital economy. Customers expect choice and organisations want better customer experience at lower cost. This much is certain. But how to get there is not. In fact, it would be a brave brand that puts itself forward to claim they had cracked the complexity surrounding the issue and delivered on both sets of expectations.
Who should attend?
Maximum of 2 senior delegates per organisation with specific responsibility for:
- Contact Centre
- IT – Cloud Strategy & Digital Transformation
- Customer Service
- Customer Experience
- Channel Performance
This Masterclass: The Game-Plan for Making Omnichannel Customer Service Work provides insight and practical suggestions on how to design an effective contact strategy based on modalities (voice, text, video) and engagement options (live assistance, self-service, proactive service). Acknowledging that what’s required in support of this is a whole ecosystem of knowledge and data management, ongoing customer listening and operational improvement and unified infrastructure that enables low effort, outcome-based customer interaction for any given customer situation.
If that sounds a challenge, you are right. No surprise then that one of the key findings from attendees at the 2018 Contact Center World conference in Las Vegas was that less than 10% of them had designed and delivered a satisfactory omnichannel customer service proposition.
But what exactly is so tough about making this happen?