Companies with the strongest omnichannel customer engagement strategies retain an average of 89% of their customers, as compared to 33% for companies with weak omnichannel strategies.    - Aberdeen

Why and How Should You Adopt Omnichannel Customer Service?

Key Takeaways

  • Checklist for proper adoption, execution, and refinement of an omnichannel programme
  • Framework for which channels to use for which customer and issue types
  • Common barriers to omnichannel and how to overcome them
  • Ideas and process for personalizing programmes to customer types

The Inner Circle Guide to Omnichannel Customer Contact 2018

ContactBabel Report

Sneak Peek

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The Customer Interaction Cube is a structure developed to categorize the different types of customer interactions that businesses have to handle, considering the urgency, complexity and emotional input of the interaction from the customer’s perspective. 

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A good customer experience is critical to the success of today's contact centres. Here's the experience those customers want: for agents in each channel to know their prior history to avoid repeating themselves; consistent service across channels; automated, personalized, and seamless experiences.

This report from analyst firm Contact Babel is a complete guide, from the justifications to the execution.

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How to Map Issue Types to Channels

Companies with the strongest omnichannel customer engagement strategies retain an average of 89% of their customers, as compared to 33% for companies with weak omnichannel strategies.    - Aberdeen

The Customer Interaction Cube is a structure developed to categorize the different types of customer interactions that businesses have to handle, considering the urgency, complexity and emotional input of the interaction from the customer’s perspective. 

How to Map Issue Types to Channels

Sneak Peek