The world of customer service is competitive, there’s no two ways about it. Therefore, when it comes to trying to make your call center applications as effective as possible, it’s imperative that not just one source of communication is depended on to reach clients. In fact, a new NCR poll reveals that 70 percent of retailers believe customers are more profitable when they have access to more than one channel of communication.However despite this, less than half of major retailers are able to achieve their channel convergence goals. So, what’s conflicting companies when they try to implement cross-channel communications?
Despite all of these challenges, though, the importance and effectiveness of cross-channel communications simply cannot be underestimated – especially in terms of call center applications. However, when implemented in an effective manner, multi-channel communications that include online operations are incredibly successful.
Interested in our solutions?