Omni-channel Design For Contact Centres
This course will show you how to optimise your channel mix positively to improve both customer experience and operational efficiency.
By the end of this on demand masterclass you will know how to optimise your channel mix positively to improve both customer experience and operational efficiency.
- Session 1 provides a context and important insights into the current state of omni-channel design. We take into account the recent history and evolution of customer contact and the rising expectations of the modern customer.
- Session 2 explores some of the dominant characteristics in today’s customer behaviour as it relates to how we now need to deliver customer service.
- Session 3 starts to answer the challenges we encountered in the previous exploration of new customer behaviour. We explore a framework to help us design effective service experiences.
The masterclass is split into sessions with a suggested assignment for you to complete at the end of each one. There is also an optional Value Add task. Of course no one is going to be checking up on you but you will certainly get much more benefit if you implement the suggestions in this video rather than just listen to them.