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The Importance of Providing Omni-Channel Customer Service at Your Call Center [VIDEO] - The Connection - Blog

The Importance of Providing Omni-Channel Customer Service at Your Call Center [VIDEO]

Omni-channel customer service. You have probably heard about it time and time again from articles just like these. But why make the investment?

Sure, it is helpful to provide more than just telephone-answering services when working as the customer service arm of a business, but the power of omni-channel really comes down to integration and improved customer service.

We sat down with our Systems Administrator, Antony Crowder, to learn more about omni-channel technology and how it can be used:

It Comes Down to Customer Service

According to Antony, the importance of providing omni-channel customer service can be summed up in two words: customer service.

What Antony means is that customers reach out to businesses in a multitude of platforms, like:

  • Social media
  • Chat/Web
  • Text
  • Phone

And as call centers, we have to handle all of those channels seamlessly.

Omni-Channel Technology Breeds Flexibility

“The ability to be flexible with communication between media is very important,” Antony says.

For example, if a customer is interacting with a business via web chat and they decide to call for help mid-conversation, the customer will likely not talk to the same person on the phone as they were chatting with online.

However, omni-channel technology allows customers’ calls to route directly to the same agent they were conversing with online. This streamlines the customer service experience because the agent is already knowledgeable about the customer’s questions or needs. How convenient!

Find Someone Who Can Provide Omni-Channel

In today’s market, providing a quality customer experience is crucial because consumers who have a negative experience are more likely to write a review. With sites like Google, Yahoo, TripAdvisor, or Better Business Bureau, there are countless locations to post that review, which is not good for business.

With that in mind, it is especially important to meet customers where they want to be met, whether that is online, over the phone, or even text. And omni-channel not only provides that, but it provides a seamless transition for the agent to handle one customer, regardless of the medium they choose.

Contact The Connection® if you would like to learn more about our omni-channel services!


Publish Date: October 25, 2018 5:00 AM

2020 Buyers Guide Call Routing Optimization

Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
PH: 508-862-8600

Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
PH: +1-773-325-0608

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