© Unify Communications 2016

Omni-channel

CX16 Conference, 28th September 2016

Presented by Juliet Keenan, Unify Communications

Do you ever feel like Gromit?

What is omni-channel?

multi-channel approach that seeks to provide the customer with aseamless experience however .

Source: Merchant 2015 Global Contact Centre Benchmarking Summary Report

Why is it important? Customer behaviour has changed:

Yes, many organisations are already multi-channel

OMNI-CHANNEL = SEAMLESS EXPERIENCE

What do customers want?

A seamless and easy cross-channel experience and a prompt resolution

What do customers want?

The life of a multi-channel agent

9/10 customers use 3 channels to resolve an issue

1/3 customers ended relationship due to frustration with IVR

47% customers will make the decision to take business to a competitor based on one poor experience

Your agents need complete and instant visibility to be able to resolve issues and satisfy customers

Source: ‘The Real Omni-channel Journey’ 2015 Customer Engagement Index Results (via callcentre.co.uk).

The life of an omni-channel agent

• One point of reference

• 360° view of the customer

• Transferable skills

• Can multitask

• Easier to achieve first contact resolution

Case studies

GeorgeBanco

• Speaking next

Broadacres

• Half charity half business

• Client base of all ages

• Emotive contacts

“(One) of the great benefits of working with Unify was that they were able to provide a complete and fully integrated contact centre solution to us and act as a single point of contact.”

Contact Centre Manager, Broadacres

Considerations

WORKFORCE PLANNING

Ensure that you have a good workforce planning tool in place to forecastand cater for demand across the channels

Just because an good on

the phone,

webchat or email

TRAINING REQUIREMENTS

Choose an intuitive, clear and user-friendly platform for agents

QUALITY MONITORING

Implement a solution with features for quality monitoring e.g. supervisor or peer review for non-voice interactions

TOO MUCH POWER?

Educate agents voice of

the brandhow to communicate accordingly across all channels

Source: Twitter

Omni-channel IS the future!

• The key to agent happiness, improved customer experience and meeting your business objectives

• NOT the same as multi-channel lots of efficiency, visibility and cost differentiators

• Essential for customer and staff retention and for first contact resolution

Any questions?

Juliet Keenan, Unify Communications

The omni-channel contact centre experts

03300 249019

juliet.keenan@unifyus.com

@JulietUnify

https://uk.linkedin.com/in/julietkeenan