This masterclass is the online version of one that Martin Hill-Wilson has been running and evolving for the past three years. By the end of this on demand module 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.
The content of this on-demand training has also been critically acclaimed by some of the most well known household brands who are clients of BT Ireland and Capita Customer Management. In other words this is a course that we know works for others and will provide you with an equally satisfying outcome.
Presentation duties are shared between Martin Hill-Wilson and Carolyn Blunt, two of the UK’s leading experts in Contact Centre consultancy. This is an on-demand product that you absolutely must see if you want to achieve a successful customer experience across all channels of communication in the 21st century.