Transitioning to a Multi-Channel Call Center Approach Isn’t Always That Easy

Customers today continue to demand more – including more responsive service and in more ways than just voice. In fact, according to Econsultancy’s Multichannel Retail Survey, 39 percent of participants said that it is “very important” to be able to interact with companies using different channels. Engaging via a cross-channel interaction builds on customer behavior both past and current. Today, there is social media, instant messaging, video, mobile, e-mail and more – all of which your customers are currently engaged in. If you’re limiting yourself to a voice channel only, you’re surely slipping behind in retaining customers.

According to Yuchun Lee, VP and GM of IBM’s Enterprise Marketing Management Group:

Ten years ago, people were building records of their customers. That’s fine for housekeeping of the business, but the next stage of survival is having system engagement that cuts across channels; different mobile devices, as well as different touch points; in-store, catalogs, the website.

But this doesn’t mean that implementing a multi-channel approach is a piece of cake. This is where investing in reliable virtual call center software comes into play.

Relying on the right virtual call center software only further optimizes your multi-channel approach. The multi-channel call center approach enables agents to reach customers wherever and however it’s convenient for them, while virtual call center software like that offered by Vocalcom lets you manage interactions through every channel through one easy single user interface. They are both areas of targeted and continued growth.

Are you ready for the future of customer engagement within the call center?

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