Idea Factor Blog

Omni-Channel Customer Service for Your Contact Center

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The way that companies handle customer service has changed dramatically in recent years. More than a decade ago, there were only two ways to contact a company – by phone or by fax (remember fax machines?). Today, you can take your pick; phone, email, live chat, snail mail and social media. The list appears endless. The challenge for many companies is not only to be accessible in these channels, which is important, but for those channels to deliver consistent and an integrated service quality. Companies that provide a consistent service quality across multiple channels retain 89% of their customers, whereas companies that do not provide a consistent quality are only able to retain 33%. A consistent service quality across multiple channels will significantly impact company revenue. And this is why more companies are investing in Omni-channel customer service.

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Tips for Making Your Call Center a Customer Care Center with Heart

 

 

 

 

 

 

When your Customers call in with an enquiry — do you consider it a Call Center Call or a Customer Care Center Call?

Believe it or not — there is a BIG difference! Read More