Multiple channel interactions, technology innovations and the increasing preference for self service are bringing about massive changes in the way Contact Centers work. Interactions have grown far beyond the traditional phone calls and they will move quickly to a digitally oriented customer service interaction landscape.
This digital transformation of customer service is further amplified and accelerated by the quick emergence of social media and social care. Customers will rely more and more on their social media network, communities and connections for product information and support and will only, in the last instance when all digital services have failed to serve and satisfy the customer, consult the Contact Center. Many companies today struggle very hard with this new challenge.
Omega3C can support you to successfully move into a digital oriented customer service model by helping you with:
- The Optimization of the self-service experience
- The Improvement of the web engagement
- The Integration of social media and social care
- The redesign of the Contact Center operating model in conformance with the new digital customer service landscape