{"id":3116,"date":"2013-10-18T15:35:37","date_gmt":"2013-10-18T15:35:37","guid":{"rendered":"https:www.c3.co.uk\/?p=3116"},"modified":"2019-02-27T10:07:33","modified_gmt":"2019-02-27T10:07:33","slug":"multichannel-management-buzzphrase","status":"publish","type":"post","link":"https:\/\/www.c3.co.uk\/blog-cms\/2013\/10\/18\/multichannel-management-buzzphrase\/","title":{"rendered":"Multichannel Management: more than a buzzphrase?"},"content":{"rendered":"

The Forrester Research report \u2018Ending the multichannel frustration\u2019 demonstrates how increasingly complex it has become to provide customer service.<\/p>\n

According to the report, only 39% of companies earned an \u201cexcellent\u201d or \u201cgood\u201d customer experience index rating, whilst almost two thirds of brands were rated as delivering an \u201cok\u201d to \u201cvery poor\u201d customer experience.<\/p>\n

The report outlines three key areas where customer service departments are struggling:<\/p>\n

    \n
  1. Supporting the breadth of media types<\/li>\n
  2. Empowering agents with a full view of customer interactions<\/li>\n
  3. Communicating contextual answers to customers\u00a0<\/span><\/li>\n<\/ol>\n

    These issues stem from the lack of integration between communication channels, both technically and functionally. This might have been acceptable five years ago. But we live in a multichannel age where we expect to email, call and Tweet an organisation, and for them to have a common-thread view of all those interactions.<\/p>\n

    Without an integrated contact centre solution agents are unable to track customer enquiries across channels, which is frustrating for them and the customer.<\/p>\n

    Contact is our multichannel contact centre<\/a>. This browser-based solution\u00a0gives organisations the ability to stream all their enquiries into one unified interface. We also support outbound campaigns across the various channels, for a complete \u201c360 degree\u201d view of your communications, and PCI Compliant billing across channels.<\/p>\n","protected":false},"excerpt":{"rendered":"

    The Forrester Research report \u2018Ending the multichannel frustration\u2019 demonstrates how increasingly complex it has become to provide customer service. According to the report, only 39% of companies earned an \u201cexcellent\u201d or \u201cgood\u201d customer experience index rating, whilst almost two thirds of brands were rated as delivering an \u201cok\u201d to \u201cvery poor\u201d customer experience. The report … Continue reading Multichannel Management: more than a buzzphrase?<\/span> →<\/span><\/a><\/p>\n","protected":false},"author":3,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_mi_skip_tracking":false},"categories":[46],"tags":[],"yoast_head":"\nWhy do I need a multichannel contact centre?<\/title>\n<meta name=\"description\" content=\"Without a multichannel contact centre agents are unable to track customer enquiries across channels, which is frustrating for them and the customer.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.c3.co.uk\/blog-cms\/2013\/10\/18\/multichannel-management-buzzphrase\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Why do I need a multichannel 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