Insight from Parham Saebi, Head of Client Relations, CRM Solutions, Arvato UK & Ireland has been featured on callcentre.co.uk
The article discusses the importance of developing contact centres with an omni-channel approach and details five ways that businesses can deliver a seamless, digital experience. These include ensuring that the right communication channels are chosen to match customer’s preferences, adopting a flexible staffing model to be able to deal with peak seasons and creating immersive training programmes for contact centre advisors, so that they can live the brand and are able to develop an in-depth understanding of each product.
Parham explains: “The spoken word is always going to play an important role in how we communicate with customers, but as they become used to seeking out solutions and information independently online, other channels are becoming more valuable. What’s more, customers increasingly expect brands to be able to answer their queries at the first point of contact, regardless of what stage of the customer journey they are in.”
“The solution to these challenges is to build contact centres where traditional contact methods of telephone, email and letters, sit alongside web chat, social and video, providing customers with a seamless experience across whichever channels they choose.”