article thumbnail

How to Deliver An Outstanding Omnichannel Customer Experience

Playvox

First, it’s important to understand the difference between multichannel and omnichannel customer service centers. Both serve customers in multiple channels, but a multichannel environment doesn’t connect those channels — every interaction is siloed. What Is Omnichannel Customer Experience?

article thumbnail

If you can’t do voice, you can’t do omnichannel

Interactions

When this context doesn’t exist between channels, a platform is multichannel, not omnichannel. To learn more about optichannel, check out this eBook. However, we often see that backend system integrations do not allow for this kind of crossover of channels. Use humans to fill gaps.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

How to Measure Contact Center Agent Productivity and Five Ways to Boost It

Playvox

To minimize the percentage of unproductive time periods, you need a workforce management (WFM) solution that will accurately forecast multichannel agents across all channels in your business. The benchmark for this metric is typically 85-90% occupancy across all multichannel agents. What is the occupancy rate?

article thumbnail

A Customer Experience to Watch: Learn 5 Examples of Good Customer Service from Alaska Airlines [Monthly Brand Crush Post]

SharpenCX

They know the difference between multichannel and omnichannel. Get real about coaching with this Ebook including 7 actionable tips to be a better coach. And, they’re one of the few companies, in any industry, to rank above the 70s on the ACSI Index. There’s a lot to love about Alaska Airlines.

article thumbnail

Choosing your Customer Journey Software: our best tips

Quadient

Investigate how to fine tune your journey mapping efforts and more by downloading the ebook “Managing the CX Demands of 5 Generations”. “Don’t design an experience based on generations; design experiences that will solve problems and help customers do the jobs they need to do, regardless of age.”.

article thumbnail

What to Do When Your Great Multichannel Customer Experience Comes at the Expense of Your Agents: 3 Steps to Support Your Team and Build an Omnichannel Strategy

SharpenCX

Well, because for most companies, omnichannel strategies really just patch together tons of multichannel solutions. Omnichannel vs. multichannel: What happens when your CX strategy negatively impacts your agents. All too often, companies attempt to execute an omnichannel strategy but end up with a clunky multichannel solution instead.

article thumbnail

When it Comes to Your Customer Experience: Ditch Legacy, Go Digital!

Avaya

Our ebook, The Fundamentals of Digital Transformation, can help organizations get started. But creating a migration path is easier said than done. We have said it before and we will say it again, it’s about more than just the technology. Sounds challenging, but it’s not impossible.