Head of Customer Operations
Today’s customers engage with companies across multiple channels. In order to ensure high customer satisfaction, it is important to provide a consistent and seamless omni-channel experience. However, synchronising multiple channels remains challenging. This session aims to provide clear guidelines on executing your contact centre’s omni-channel strategy.
- Prioritising channels to integrate based on customer segments and preferred contact mode
- How to build omni-channel infrastructure and internal capabilities
- Obtaining a single view of the customer across channels for effective customer relationship management
- Measuring channel performance for insights on improving customer experience