In a world of growing complexity and customer expectations, companies face myriad challenges. One such hurdle is the demand for omni-channel customer service. It can be much easier said than done, taking a transformation in operations, and starting with people, processes and technology.
This week, TELUS International announced the arrival of its omni-channel customer support solution. Moving beyond simply deploying the solution, TELUS turned to Everest Group to aid the assessment and deployment process. From improved employee engagement and efficiency, to a seamless customer support experience, omni-channel adoption requires more than selecting an exceptional contact center solution.
“Omnichannel represents the evolution in customer experience that empowers customers to choose how they want to interact with a brand via any media channel or device anytime, anyplace,” said Kirsten Jepson, director product marketing at TELUS International. “To retain customers, brands will need to move towards this more connected approach to provide a truly universal and satisfying experience in today's evolving marketplace where consumers seamlessly switch from a website to social media to a physical location when conducting research and completing purchases.”
Recently honored as a finalist for a 2017 Omnichannel Provider of the Year and Outsourcing Provider of the Year from the upcoming Call Center Week Excellence Awards, TELUS knows what the customer wants. And, what it takes to boost contact center operations to an appropriate omni-channel level.
“We know our clients are at various points on their journey to merge their channels, so we have a flexible approach and can meet them where they are and partner to help lead them further, either with their existing technology or our own leading-edge contact center solutions. Our scalable solution is comprehensive, thoughtful and complete, blending people, technology, analytics and processes,” said Michael Ringman, CIO, TELUS International.
We live in an omni-channel world where customers expect a smooth transition from online chat to a voice conversation with an agent. Customers don’t want to repeat a problem, they just want it resolved.
There’s no second chance at a first impression…Go Omni-channel, or go home!