Sesui, innovator of award winning cloud call management software, will attend the Call and Contact Centre Expo (London ExCeL, March 21st to 22nd) to talk unicorns, along with that most mythical creature of all - omniagents.
Manveer Mangat, Sesui CTO explains:
“Omnichannel’s been a buzzword for a few years now, but in asking each agent to do it all, we’re asking for the impossible - omniagents. That one contact centre agent with the linguistic ability to be a gifted email writer, snappy Tweeter, capable call agent and vibrant video agent – all at the same time. You’d be correct in thinking they’re not just rare; they’re fictitious. And I’m afraid we’d have to agree.”
Mr Mangat added: “The reality is that contact centres need to evolve into customer experience (CX) hubs where no one agent is expected to do it all. Instead, specialised agents work together sharing data and insights, often remotely, to provide a more personalised 24-7 customer experience.”
Pursuing a true omnichannel strategy involves more than just creating a long list of “contact us” options. Taking the stage today (21st March) at the Expo, Mr Mangat will discuss his Top 5 Tips for getting omnichannel right:
- Know your customer – blend traditional with digital channels
- Know your business – match your channels to your operation
- Know your agent – try skills-based routing
- Be flexible – run distributed contact centres and offer flexible working
- See the big picture – use real time reporting
Additionally, to celebrate its 15th birthday, Sesui will be offering press briefings to update on its growth strategy. The senior team; including Mr Lee Bryant, MD; Mr Mangat, CTO; and Sesui’s new Head of Strategy Oli White, will be available to discuss: