Multichannel. Omnichannel. Just ways to say the same thing: we use a lot of channels.
And people expect a seamless and consistent approach across all those channels. Indeed, 87% of consumers in our omnichannel survey said brands must work harder to create a seamless experience for customers.
This is true, by the way, across the globe. Just check out our omnichannel customer service report.
So, for customer support organizations, the major questions are: how do you manage a multichannel center, and how do you keep consistency? How do you understand and keep track of what is happening across all these channels?
To start, bringing all communication into one place is crucial. And then, the focus needs to be on optimizing your agents’ time once all that information is there.
If you're looking to learn more about multichannel and omnichannel and man-that's-a-lot-of channels customer service and how to manage a support organization dealing with the demands of the many channels era, Call Center Week is a great place to do it.
Going to Call Center Week? Don't miss our roundtable presentation Wednesday June 11th @ 11:30 a.m. "It's Not One Metric Fits All: Understanding Which Metrics Matter in a MultiChannel World," presented by Brian Mes, Zendesk. And come see us at Happy Hour! Wednesday, June 11th @ 7:30-9:30PM with Genesys & Next Caller at Minus5 Ice Bar in the Mandalay Bay.