One of the buzzwords for 2020 was omni-channel, and rightfully so. The word bounced off the walls of chatrooms and business forums on a global scale, and why? Because it was hailed a saviour to organisations battling to stay afloat during the COVID-19 pandemic.
Agents account for approximately 75% of contact centre costs. Effective workforce management solutions have such an impact on efficiency, productivity and expense of the operation. Omni-channel ensued customers were filtered to the right agent and essentially maintained a calm and level workforce that allowed businesses to continue with minimal disruption. In short, omni-channel didn’t only benefit the agent during lockdown after lockdown, but the customer too.
Let’s take a look at just how omni-channel improves CX and the customer journey.
Hyper-personalisation
A staggering 78% of businesses recognise customer experience as their most important strategic performance measure, according to a recent Dimension Data Global Contact Centre Benchmarking Report. With customer expectations reaching new heights, every interaction with your brand should be convenient, seamless, and personalised.
Now that customers are taking a variety of different routes through the buying and service journeys, true personalisation means offering an aligned experience, wherever your client is. Omni-channel contact centre and customer engagement solutions mean that companies had to think more carefully about every touchpoint they have with their clients.