RXP Digital Masterclass - view the archive now
A multi-channel approach to improved Customer Experience and efficiencies
It has been a long road, but most organisations now realise that true service excellence means offering customers a choice of contact methods. Companies who ignore how their customers wish to interact and fail to provide the option to move between channels without barriers are not only missing opportunities but are also in danger of losing their audience.
Of course, in addition to giving customers the service options they desire, this has the added advantage of potential cost saving as the Internet and email take the pressure off the telephone channel. However, much as this makes sense in theory, many companies seem to be struggling to put a multi-channel strategy into practice. Whilst is it typical to add an electronic channel into an existing call centre, it is important to recognise that the different channels of telephone, web, email and post are not mutually exclusive so from a strategic perspective should work together to provide a consistent and uniform face to customers.
In partnership with leading industry media specialists UBM, RXP have delivered a Customer Strategy Digial Masterclass which provides the answers to the following key issues relating to multi-channel engagement:
- The practical steps to implementing an effective multi-channel plan.
- Applying the techniques and approaches that support customer self-service.
- Understanding the root causes of service failings.
- Considering the customer experience holistically using a contact strategy that reinforces your brand.
This session includes a case study presentation by our client Arsenal FC who have developed a multi-media contact centre based around a set of business KPIs that reflect ‘what is important for the customer’.
You can view the archive for this one hour online webcast now. You will be prompted to register for the event. Even though it took place in the past (8th July 2009) please be aware that there is an on-demand version that you can view - just like watching catch-up TV! So do go ahead and register.
So if you are interested in finding out more about how RXP can help you then please Contact Us.
