We are looking at adding omni-channel options for our contact center.

//We are looking at adding omni-channel options for our contact center.
We are looking at adding omni-channel options for our contact center. 2018-07-07T22:50:35+00:00

Home Forum General Discussion We are looking at adding omni-channel options for our contact center.

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  • Veyron
    Member
    Post count: 1

    We are looking at adding omni-channel options for our contact center. What options should we consider?

  • Ellis Ventura
    Member
    Post count: 1

    Omni-channel is harder than it is necessary. I am not sure if there is an easy way to do this.

  • Eugene V
    Member
    Post count: 1

    Look for an ACD that has expanded options.

  • Nate Smith
    Member
    Post count: 1

    Omni-Channel is critical if you want your contact center to keep your customers. Customers today are using chat and SMS texting much more than using email or making a phone call. But if a customer does use SMS texting or chat, having the history of those conversations is absolutely necessary in the event the customer has to opt-in to speak with a contact center agent, or, if the customer calls the contact center as follow up, you’re going to need the complete historical conversations of the customer before they actually reached out to the contact center. Without it, customers have to start over and explain the need, and this alone can frustrate the customer. Most customers today will leave a business that isn’t providing the options they want and if the customer has a frustrating experience, they will likely leave and go somewhere else, where they can find what they want, how they want it, and especially if it is easier.

  • racspena
    Keymaster
    Post count: 1

    Very informative

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