The nirvana of Omni-Channel CX may seem a million miles away, especially if you lack many of the new channels that people expect today. Perhaps your current contact centre infrastructure feels dated and you’re worried how you’re going to achieve that differentiation over your competitors.
Contact centre IT vendors may tell you how their bright, shiny new system is the answer to all you CX dreams. But, it could prove to be an expensive mistake, especially if customer preferences switch to new channels and you’re unable to switch with them.
There’s good news though
You don’t need to rip and replace what you’ve already got.
It’s possible to improve customer engagement dramatically without hefty capital investment, facing lengthy implementation of putting up with months of disruption.
How to build Omnichannel CX – without replacing everything
Start by filling the gaps – the best suites require no major capital investment. As you can purchase many of these ‘as-a-service’ you can fill in the gaps in your current array of contact channels – and they can integrate easily.
Add services as you go – move at your own speed by adding extra channels, service or features when the time is right for you and your customers.
Make use of the cloud – get up and running quickly with minimal disruption is one of the clear benefits of cloud delivery.
What else would you need?
In all the excitement over new tools have you forgotten something? How about the important role that agents play in Omnichannel CX?
The reality is that human assistance is certainly not being pushed out in favour of machines. Instead, agents will work with technology and fulfil more value-added roles. The status of agents in the contact centre is raised above that of technology. They become someone who is intelligent and offers human, personal, empathetic engagement to more complex or urgent enquiries from valued customers.
Agents don’t simply take calls. They can see what’s happening across contact channels and step in to enrich the customer experience.
Discover how it's possible to deliver great CX from any angle with your free copy of the Customer Experience eGuide. It shows how to delight today's customers and improve your profitability at the same time.
The focus around 'customer experience' isn't a fad. It's fundamental to business success. In fact, Gartner found that 89% of companies expect to compete largely on the basis of customer experience.
So how are you doing? Here's that link again to get your copy of the eGuide
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