We believe there are three key reasons why the development of a truly omnichannel system could be the most important contact centre improvement you make in 2020.
Customers are increasingly mobile and use multiple devices
Mobile use is still growing at a remarkable rate and more and more customers are using multiple devices to complete a single transaction. If they’re not able to do so seamlessly, you’ll end up losing a considerable amount of business.
You have to know your customers
If a customer has interacted with your organisation before, they expect you to remember it. And there’s really no excuse not to. Organisations capture and retain data across all communication channels. However, if you haven’t adopted an omnichannel approach, this data will be fragmented and the individual parts retained within seperate channel. Until you remove obstructions to this data’s movement between channels, you don’t know your customers well enough.
Your agents must know your customers
The omnichannel approach prioritises free movement for both customers and data. It also emphasises the importance of your agents having quick and easy access to that data. If your agent doesn’t have all the information they need on a customer by the time they’re introducing themselves, there are improvements to be made.