It has now become critical to manage these channels collectively as customers bounce between phone, email and the web with greater fluidity than ever. They send you emails about problems that they've already discussed with you by phone. They visit your web site to double-check information they got from you on the phone. So your company has to be able to communicate across all channels in a common manner.

Five Reasons Why Every Company Should Transform Their Call Center into
a Multi-Channel Contact Center Today:

• Significantly improved customer satisfaction - Multi-channel contact centers resolve customers' problems faster and provide them with consistent answers regardless of which communication channel they use. That makes them happier. This improved customer satisfaction has a direct impact on revenues and profitability.
• Substantially lower operating costs - Multi-channel contact centers are far less expensive to run than separate customer service "stovepipes." Calls get resolved faster because CSRs have more complete information about each customer and each incident.
• Superior insight into customers' wants and needs - Companies that implement multi-channel customer service know more about their customers than those that don't. They can track on a weekly or even daily basis what customers are asking about by phone, email, the web and chat.
• The market requires it - Even if your business strategy doesn't necessarily call for customer service that's competitively superior, unification of your customer service channels is still a must. That's because multi-channel contact centers will soon become the norm in just about every market.
• It's very do-able - Multi-channel customer service requires some new thinking about how customer communications are managed and how knowledge bases can be most effectively leveraged. But it doesn't require a major IT infrastructure overhaul and it doesn't require exorbitant software licensing fees.

Fortunately, it's not difficult to make the transition from call center to contact center. Many companies have already done so and are now enjoying the benefits. Their success offers tangible proof that multi-channel contact centers deliver superior service at a substantially lower cost-per-interaction.
Find out how easy it is, download the FREE whitepaper.

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