Stop! Five Things You Must Consider Before Cross Channeling Your Contact Center

Spoken | August 9, 2016

Cross channel webinar with Forrester analyst Art Schoeller Wednesday, March 26th, 11:30 AM Pacific

Cross channel road signsOnce appointed as the sole touch point between a company and their customer, the enterprise call center still reigns as the primary front line of customer service, handling interactions with a company’s most valuable customers. But despite the customer loyalty driven by its agents, call center managers are now tasked with updating their systems to handle interactions across multiple channels and touch points. Looking to accommodate today’s plugged-in consumer, call center managers are struggling with successful implementation of cross-channel capabilities, especially when it comes to managing the data derived from each channel.

This coming Wednesday, March 26, Spoken is teaming up with Forrester analyst and 35 year call center industry veteran, Art Schoeller, to tackle best practices for upgrading legacy infrastructure to a cross-channel contact center. Register to attend here!

All too often, we see cross-channel integrations turn into a conglomeration of siloed channels with unmatched data sets and no strategy for evaluating or analyzing success. A poor cross channel integration  strategy spells doom for call center agents as well as customers. While consumers have the opportunity to communicate via text, email, chat, web collaboration, etc., managers struggle to combine the data generated within each channel and provide agents with up-to-the minute information on each customer. As a result, the customer experience is less than stellar.

Coupled with customer experience issues, additional channels can be costly to manage. A recent Forrester report found that 75% of consumers move to another channel when online customer service fails and estimates that unnecessary service costs to online retailers due to channel escalation are $22 million on average. By implementing inefficient cross-channel systems, agents end up chasing consumers across channels, driving up costs and slowing down productivity.

Regardless of whether audiences have already implemented a cross-channel strategy or are still evaluating how to integrate disparate channels, Howard and Art will explore ways to ensure customer data is mapped, prioritized, actionable and measurable across various channels.  The webinar will delve deeper into cost-effective strategies for building better multichannel bridges between self-service interactions and contact center agents. By doing so, call center managers can learn how to integrate customer interaction data across multiple touch points to cut costs, increase revenue, and boost customer satisfaction.

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