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Omnichannel in 2015 – The Halfway Point
With the first half of 2015 well behind us, we wanted to share our top 5 omni-channel focused blog posts.
Search for “Omni-Channel vs. multichannel” and there are a lot of explanations as to what the difference is between them. Some are spot on; others are dense and circuitous and brimming with jargon—and not close to hitting the mark. This article distinguishes between the two and explains why the distinction is important.
A customer doesn’t know that the omnichannel is the seamless integration of multiple commerce channels. They know anything about the issues involved with integrating communications and media protocols and formats. They don’t understand the technologies that connect those channels. They hardly give a thought to the Big Data analytics that are letting you deliver more personal shopping experiences to them. They just know what they like.
When it comes to implementing technologies, or finding new ways to connect technologies, taking a bite-at-a-time is the predominant best practice—for a lot of reasons. But here’s the question people often struggle with. Which bite do I take first? Your customers will tell you by their behavior, and this article helps you analyze the most important questions to answer in prioritizing implementation.
What percentage of contact centers has a customer experience program? How will omni-channel impact live agent interaction? How will it impact first call resolution? These questions, and nearly 60 others, were explored by ICMI in a 30-page, USAN sponsored research report titled Extreme Engagement in the Multi-channel Contact Center. Learn more about it, and download the entire report.
Omnichannel-based self-service is all about simplicity. The simpler you can make the tasks, the more your customers will handle them alone. That’s been true for a few years. What’s different today is how we define “simple.”
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