Improving Customer Experience with Omni-Channel Contact Centres

Customers have a wealth of choice at their fingertips, from the companies they choose to do business with, to they way in which they communicate with those businesses.

As a business, if you want to stay ahead of your competitors it's no longer, in the eyes of a customer, acceptable to offer the phone as your only means of communication. Particularly if this is then within the constraints of a standard working day.

Communication Preferences

Customers often prefer to communicate by email, live chat or even social media, and the inability for a company to communicate in a customers chosen way, particularly in the light of so many complaints being made public across social media channels can be catastrophic for a business.

Omni-channel communication is all about providing a seamless customer service experience across all platforms, and businesses are already reaping the benefits.

Multi-channel Vs Omni-channel

Multi-channel was once king, offering your customers a range of avenues in which to make contact with your company. Omni-channel takes this one step further and gives agents an overview of customer interaction, regardless of how this is made, all in one consolidated format. Giving fast visibility of customer-centric data.

Customers want convenient, customisable and personalised interactions with their favourite brands. And the ability to start and continue these interactions on the platforms they use most frequently.

The Omni-channel experience gives the customer the best experience possible. With customer data at the agents fingertips there is no need for the customer to repeat themselves if transferred to a different department, or agent.

Bridging the Gap

One of the huge benefits of Omni-channel is that it removes the boundaries between sales and marketing, giving visibility of all customer interactions in once place. This allows a sales agent to be better armed to deal with a customer complaint by having access to the customers history, and for marketing departments to track, monitor and improve their marketing campaigns. Omni-channel provides useful contextual data which can be used to improve all areas of the business.

In an era where contact centres are under pressure to keep up with an ever increasing demand for better customer experience, Omni-channel bridges the gap between departments in a way that multi-channel is unable to compete with, providing a complete overview of the customer journey.

If you're looking to future-proof your business and streamline your processes, the business benefits to an Omni-channel contact centre are far reaching. From the ability to deliver strong commercial and consumer insights to increasing agent performance and efficiency. 

Why Wavenet?

Your business is unique. You face unique problems which require unique fixes.

As an integral part of an organisation you need Contact Centre solutions that combine disciplines, streamline services and enable your business to be brilliant.

Wavenet simplifies call centre operations using technologies that seamlessly integrate with existing IT infrastructure, deploying them reliably across multiple locations. From entry level applications, to multi-agent, multi-media cloud-based solutions, we can help.

Wavenet partners with best in breed solutions providers, Mitel, Five9 and Cisco to deliver the future of Cloud Contact Centres.

Whether you have a small contact centre with a few agents or a large, multisite centre in need of multimedia capabilities, Wavenet can provide you with a contact centre solution helping you help streamline business operations and boost customer satisfaction.