18 - 21 March, 2019
Amara Sanctuary Resort Sentosa, Singapore

Hence Steve

Head of Customer Operations

1:00 PM Developing Omni-Channel Engagement in Contact Centres

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

Check out the incredible speaker line-up to see who will be joining Hence.

Download The Latest Agenda