Different generations prefer different channels of communication. When you match the most effective channels, by age and value, to your target audience, the potential to improve resolution rates multiplies.
Your marketing team have typically practiced customer segmentation already. When Customer Service use this information to match customer communication expectations by channel, it is likely to require a new outlook.
Gain competitive advantage and differentiate your offer with the way you deliver customer service and radically improve efficiency. There is no reason to offer all channels necessarily, rather choose the ones that best fit the customer needs and your ability to offer them.
We offer 3 steps to improved productivity and customer experience (CX) management.
Step 1: Analyse your customers
Step 2: Match channel to task type
51% of webinar respondents said that siloed use of technology was their biggest hurdle to meeting customer expectations.
Step 3: Map your work processes
There is a temptation fueled by social hype to offer more and more channels. Instead, focus on the match between specific channels, transactions and demographics, which will deliver successful outcomes for both customers and agents. Appropriate channel choices will:
The journey to omnichannel is demanding. It requires that agents follow every interaction by journey, no matter the channel. This means that over time your customer’s lifetime of journeys is immediately available enabling agents to see the full context and improve their service and support.
Publish Date: August 15, 2016 5:00 AM
Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.
A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.
CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.
ChatGuard makes payments in Chat PCI DSS compliant and...
PH: 01442 458300
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