Five Common Expectations, Misconceptions and Strategies for Multichannel (Part 1)

The concept of Omnichannel between devices to improve the performance of the company. Innovative solutions in business.The concept of Omnichannel between devices to improve the performance of the company. Innovative solutions in business.

IF YOU’RE READING THIS IT’S PROBABLY BECAUSE YOU’VE ALREADY REALIZED, OR AT LEAST STARTED TO SUSPECT, THAT THERE IS MORE TO MULTICHANNEL THAN JUST CONFIGURING SOME SOFTWARE AND UPDATING YOUR WEBSITE.

For those of you who like sneak previews, the main takeaway from this piece is that, while listening to our customers leaves us in no doubt that multichannel is here to stay and needs to be embraced, it’s equally important to understand that it must be approached with caution, as failing to do so leaves us at risk of just giving ourselves more ways to disappoint our customers. While multichannel can help us to meet customers’ desires for easy access, one of the easiest ways to frustrate our customers is forcing them to repeat themselves.

Read the full blog post on the Genesys blog.

 

Adrian Bethell

Adrian Bethell

I am the EMEA and LATAM Contact Center Consultant at Interactive Intelligence, identifying opportunities for customers to maximize value through implementation of effective methodologies and contact centre best practices. I have over 15 years of industry experience including managing large and small, inbound and outbound, multi-lingual contact center operations and I am a physics graduate (University of Leeds, UK). My work has been focused on maximizing enterprises’ leverage from successful customer contact and has included realignment of KPIs and metrics with business goals, implementation of enabling technologies and tools, focus on continual improvement and high quality delivery, consolidating customer-centric best practices and driving innovation and intelligence into operational strategy. Among others I have worked in the Financial, Medical/Healthcare, Technology, Mobile & Telecommunications, Automotive, FMCG, Utilities and Insurance Industries. My native language is English, I’m fluent in French and Spanish and speak Italian. I currently live with my wife and daughter in Barcelona, Spain where I have been for the last ten years.