92% of organizations that view customer experience as a differentiator offer multiple contact channels
— Deloitte 2013 Global Contact Center Survey
Omer Minkara, Research Director, Contact Center & Customer Experience Management, Aberdeen Group

Omer Minkara, Research Director, Contact Center & Customer Experience Management, Aberdeen Group

The Contact Center is an important part of the Omni-channel experience. The Contact Center needs to be able to support multiple channels and integrate into business application software, requirements that did not exist when most Contact Center were designed. 

There is a huge opportunity to improve the customer experience. 62% of organizations view customer experience provided through contact centers as a competitive differentiator.

An integrated approach, the combination of business process (ERP and CRM) with channels of communications facilitates a focus on addressing customer needs. It allows a customized, personal approach that engage customers – not just answer inquires in a one-size-fits-all process. The Personal Journey a customer takes is just that, it is personal to them and they want to be recognized. This is even more critical when the customer is under stress, emotional and in a time of need, like when an airline losses your baggage.  How you are treated and your problems resolved means more than routine interactions.

Please click on the play button below to listen to the webinar, the play button is in the center of the page under the word Multi-