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The Inner Circle Guide to Omnichannel

Comparing consumer attitudes to what businesses consider customers value

Comparing consumer attitudes to what businesses consider customers valued the most reveals some interesting findings. Both businesses and consumers agree that first contact resolution is the most important single factor affecting customer experience and having long opening hours. An aspect businesses place as amongst the least important customer experience factor. This aligns with West's recent research Customer Engagement - The Road to 2020

Omnichannel includes social media, physical shops/stores, field support, back office, etc., all working together seamlessly along with voice and digital channels. This guide will help you learn how to plan and manage this change internally so everything works, as it should:

  • How to get a single view of the customer across all channels without replacing all your legacy technology.
  • The steps you can take to turn your multichannel into an omnichannel contact centre.
  • How to measure Omnichannel ROI and quick wins to show your senior management.
  • What successful omnichannel implementations / projects have in common and pitfalls to avoid

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PDF icon ICG Omnichannel West (UK) V6.pdf