News : The Demand for Omni-channel Contact Methods is Growing
Based on the analyst group Ovum’s survey, voice remains as the preferred choice of communication of consumers for the last three or four years. People still prefer picking up the phone and talking to a live person. Voice communication through the telephone has 100% penetration, according to contact center enterprise managers. It is still being relied upon because consumers like using it, have great access to it, and it’s what we’ve been used to.
However, the demand for alternative contact methods is growing – principally due to the rise in people’s mobility, regardless of age group or demographics. Email, social media, chat and SMS are some of the emerging alternative channels people now use to communicate.
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Enterprises should recognize the emergence of these alternative channels and partner with a vendor that can develop a cost-effective channel mix that suits their clients’ needs. EGS’ omni-channel solution collects consumer information from both voice and non-voice interactions into one broad database to provide a comprehensive view of the customer’s profile. This data allows EGS to determine what consumers want from an omni-channel perspective, which ultimately contributes to positive customer interactions and brand loyalty.
Laura Collins, Editorial Management
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At Alorica, we only do one thing – we make lives better. How? By creating insanely great experiences for customers — online, on the phone and through social media. From acquisition and sales to customer care and support, Alorica provides a host of world class services, including customer relationship management and back office support. We’re proud to passionately serve clients as diverse as we are — including communications, financial services, healthcare, retail and tech companies, many in the Fortune 500. We call the OC home, headquartered in Irvine, CA, with more than 50,000 employees in 73 locations across the globe.
Published: Wednesday, February 17, 2016
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