To understand the real meaning of omnichannel customer engagement, focus on the meaning of “omni,” which means to be in all places. Therein lies the true power of what has become the hottest buzzword in customer service, and one of the most important strategies that your contact center needs to embrace this year.
Connect First Blog Posts
Twitter Quickly Becoming a Popular Customer Service Tool for Brands
Your marketing department uses Twitter to promote its products and services to readers. But it’s time to consider using Twitter for another purpose: customer service.
Your contact center stores a great deal of data in its customer relationship management (CRM) system: names, contact information and financial records. CRMs also store corporate email addresses, sales projections, and advanced call center metrics related to the customer experience.
Contact Center CRM issues
Each and every customer interaction that comes through your contact center must be analyzed, organized and utilized for success. But without a reliable customer relationship management (CRM) solution to oversee interactions in real time, this is just about impossible. Here are some of the biggest problems that many companies are currently experiencing with their contact center CRM software:
But How They Are Saying It That Counts
Imagine you are a frustrated customer, and you dial into a contact center to voice a complaint and resolve the situation. But when you pick up the phone, it’s clear the contact center agent is reading from a script based on the tone of her voice. Chances are this will add to feelings of alienation from the company and the general sense that nobody is really listening to your problem.
Poor Customer Service Is a Leading Factor for Customer Churn
The only thing your contact center should be churning out are profits—not customers. Unfortunately, many contact centers fail to live up to their customers’ expectations, undermining the importance of customer service. Just look at the results of the 2013 Accenture Global Consumer Pulse Survey, which polled more than 13,000 customers across 33 countries and 10 industries: