Omni-channel Customer Experience – A Strategic Imperative
Omni-channel customer experience has emerged as a top strategic priority for businesses, especially as customers increasingly engage with companies and brands via digital channels–Web, mobile, and social media. Large global brands are investing heavily in digital customer engagement initiatives, to deliver richer and more personalized experiences to customers. Midsized businesses, traditionally known for their superior customer service culture, are falling behind in meeting customer expectations. Unless midsized businesses move quickly to deliver consistent and effortless customer experiences across traditional and newer channels, they risk losing customers and valuable business to competitors.
Download this complimentary Frost and Sullivan report to learn the four key challenges facing contact centre organizations:
- The need to support a growing array of digital channels—Twitter, Facebook, mobile messaging platforms, mobile apps, Web collaboration, virtual agents, and more—that only seem to grow every year
- Drive consistent and seamless customer experiences across all channels and touchpoints
- Empower contact centre agents and managers with the right knowledge and tools to efficiently service these omni-channel customers, while meeting operational goals
- Implement and support all of these capabilities with an IT organization that is usually resource and budget constrained