IF YOU’RE READING THIS IT’S PROBABLY BECAUSE YOU’VE ALREADY REALIZED, OR AT LEAST STARTED TO SUSPECT, THAT THERE IS MORE TO MULTICHANNEL THAN JUST CONFIGURING SOME SOFTWARE AND UPDATING YOUR WEBSITE.
For those of you who like sneak previews, the main takeaway from this piece is that, while listening to our customers leaves us in no doubt that multichannel is here to stay and needs to be embraced, it’s equally important to understand that it must be approached with caution, as failing to do so leaves us at risk of just giving ourselves more ways to disappoint our customers. While multichannel can help us to meet customers’ desires for easy access, one of the easiest ways to frustrate our customers is forcing them to repeat themselves.
When we’re launching new channels, we should ensure that the left hand knows what the right hand is doing: If I’ve told my life story this morning on the phone, then I am going to be very disappointed when I chat later if I’m asked for the information again. Before you launch a new channel, answer this question honestly: Are you delivering consistent service on the channels that you’re already managing? If you give your team leaders a scenario and ask them each to call the contact center at different times and go through the same role-play and then compare their scorecards, are they in the same ballpark?
In theory, multichannel is merely supporting more than one customer communication channel, but it’s very different from just publishing an additional 800-number and having the calls arrive at your existing inbound team. Some of these differences include:
5 Reasons to Approach Multichannel
5 Reasons to Approach Multichannel—WITH CAUTION
Now that we’ve discussed why you should deploy a multichannel strategy, stay tuned for Part 2 where we evaluate what channels are right for your business.
Interested in learning how to make sure your multi-channel strategy provides customers with a consistent experience across channels? Download our free ebook: Omnichannel is No Longer Optional.
Publish Date: January 5, 2017 5:00 AM
Platform Data Transformation
OpsTel is proud to provide our clients with a software automation service that is used to aid in the transition from one platform to another utilizing both speed and accuracy. Whether it is going from premises to premises, premises to cloud, premises to private cloud or even a hybrid deployment; OpsTel has the ability to help cut your transition time so you can focus your efforts on remaining architecture priorities.
We’ve observed conversions as high as 85% - in as little time as 30-minutes - with remaining client specific complex integrations being done by employees or professional services of your choice leveraging our Platform Data Transformation™ solution.
|2.)||Tru29 Outsource Solutions Inc.|
Back Office Solutions
Although the customer-facing type of tasks is essential to good customer experience, tasks being done in the background is as important.
Tru29 has been providing this type of outsourcing solutions to various businesses across the globe so you can be assured of a reliable and experienced workforce.
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|5 Steps to Transition Away From Your Legacy Contact Center||February 22, 2017 5:00 AM|
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|Assessing Contact Center Fraud with Pindrop||February 7, 2017 5:00 AM|
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|Five Common Expectations, Misconceptions and Strategies for Multichannel (Part 3)||January 13, 2017 5:00 AM|
|5 Common Expectations, Misconceptions and Strategies for Multichannel (Part 2)||January 9, 2017 5:00 AM|
|Five Common Expectations, Misconceptions and Strategies for Multichannel (Part 1)||January 5, 2017 5:00 AM|
|What Would George Jetson Think of Cloud Contact Centers?||January 3, 2017 5:00 AM|
|Top Ten Common Contact Center Planning Mistakes (Part Two)||December 29, 2016 5:00 AM|