Personalizing The Omnichannel Journey: Insights for Contact Center Operations

Overview

Across various industries, companies are shifting their approach to become more customer-centric, which leads to the reorganization of customer care strategies. Traditionally, cost was the primary consideration for customer care solutions, resulting in a focus on efficiency. Today, however, executives realize the strong impression that customer experiences make.

Additionally, today’s customers have transitioned to become omnichannel and expect that their experience will be consistent and compatible across channels. They want to begin on one channel and continue on another. Customers also expect 24/7 access to customer support.

While technology exists to help with these shifting expectations, some companies struggle to adapt and incorporate it. Many companies are discovering that the key is semi-automated omnichannel journeys, including using chatbots with natural language processing, visual interactive voice response systems, and virtual agents.

With the changes facing customer care today, companies can differentiate themselves by focusing on sincerity, empathy, personalization, and quick responses.