Why an Omnichannel Call Center is Necessary in 2020

87% of customers believe that brands could do more to deliver a seamless customer experience. And only 47% say that customer service departments are properly equipped by their companies to deliver “one-call resolutions”.

Yet only around 55% of businesses today have any kind of cross-channel strategy. But an enormous competitive advantage arises when brands align the customer experience with what the 2020 customer wants.

A true Omni call center experience is the way to deliver this experience. But what exactly is an omnichannel contact center and how does implementing one benefit your business?

What Is an Omnichannel Contact Center?

Omni-channel isn’t just about giving customers multiple ways to contact you. Rather, it’s about creating a seamless experience across those channels.

If a person emails customer service, they can expect the same general experience as a customer who selects web chat or sends a message on social media.

Omnichannel vs Multichannel

It’s vital to make a clear distinction between multichannel and omnichannel customer support.

Multichannel simply means that you give multiple options. And that’s important in 2020 because the average person is on multiple devices. But it says nothing to the quality of those channel options.

In many companies, there is a strong focus on quality control for phone contacts, but no monitoring at all on other channels. 

How Omnichannel Contact Center Solutions Impact Business and Customers

A true omnichannel experience benefits both customers and brands. By building a customer experience focused on creating relationships and loyalty through consistent, high-touch service, your customer base will grow as more customers return again and again. This slashes expensive customer acquisition costs and increases CLV. 

On the customer’s side of things, an Omnichannel contact center is convenient and predictable, offering them the accessible and personal service they’re seeking. Simply implementing an omnichannel contact center solution that works can completely change the company-customer dynamic.

Why 2020 Is the Year to Invest in Omnichannel

They say in business if you’re not moving forward you’re falling behind. In 2020, if you’re not implementing omnichannel, you may soon be obsolete.

 Customers continue to be frustrated by disconnected experiences across channels. 

Increasingly, customers are abandoning those disappointing experiences in favor of brands that consistently deliver omnichannel contact center services.

Once you put true omnichannel contact center services in place, you can fine-tune experiences across channels and improve data collection to both enhance the customer experience and maximize revenues.

How Global Response Helps You Deliver a True Omnichannel Experience

Delivering a unified customer experience is a daunting task even for large, experienced brands. And making the transition to a seamless omnichannel experience can create hurdles and confusion for customers, especially if you’ve never done it before.

Global Response is the answer for companies who understand that the time to focus on customer experience is now. Customers demand true omnichannel in 2020 and beyond.

Our expert Integrations team knows how to customize advanced CRM technology and integrate it seamlessly into your existing systems. We partner with state-of-the-art customer experience and technology companies to offer you the best and widest selection of omnichannel options.

We pride ourselves in investing in our people. And because of that, we hire and train the most skilled and passionate Brand Specialists to deliver fully-branded, omnichannel experiences to your customers.

The goal of each Brand Specialists is to build and maintain trust in your brand to retain customers and increase revenues. Your broader company goals become their goals as they work to maximize your return on your customer contact investment. To learn more about how we can help you deliver the omnichannel experience that customers expect in 2020, contact us today.

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