It has become second nature to connect with friends, family, colleagues ( even strangers) via call, text, FaceTime, Skype, WhatsApp, Facebook, Instagram, and more. So why does connecting with the companies that we buy from feel much more difficult? CCW data tells us that “disconnected technology makes for the biggest contact center performance challenge - 80% say agents typically have to access multiple systems when supporting customers.” It’s time for brands to catch up with what their customers need, want, and deserve. The days of telling customers what their choices are over. Now, they tell you how you will do business with them. And if you can’t do it their way, you won’t do it at all. In this session from CCW Online 2020: New Standards for Customer Performance, we explore:
- The differences between multichannel and omnichannel
- Why those differences matter to agents, customers and companies
- How to get to true omnichannel, no matter where you are today
It’s time to never transfer a customer again.
Thursday, May 21, 2020
9:30 AM PT / 12:30 PM EST