This product (Multichannel Contact Center Strategy) is a 27-slide PowerPoint presentation (PPT), which you can download immediately upon purchase.
In the increasingly competitive business scenario, the end-to-end customer experience and delight has become a new area, which no one can afford to neglect. It is of paramount importance to deliver superior services with differentiated experience, while aligning with the ever-changing customer preferences and needs.
Likewise, technology has changed the way organizations manage relationships with customers. While companies may argue this new reality, we cannot refute the fact that consumers are increasingly in a position of power. Comparison shopping on a wider scale has become the norm.
A strong relationship with the customer is of utmost importance, and the modern contact center can facilitate this. A right balance between customer experience and contact center operation may be maintained. This is when Multichannel Strategy comes into play. Multichannel Contact Centers are increasingly taking form with streamlined workflows, rather than a collection of stand-alone systems.
This presentation extensively discusses the Multichannel Contact Center Strategy, its decision parameters, key benefits, KPIs, and approaches. It also details a framework for Service Channel Mix Optimization:
1. Analysis of Existing Channels
2. Optimization of Existing Channels
3. Development of Channel Strategy
4. Implementation of Channel Strategy
Implemented in 2 stages, each stage is geared towards leading our company to generating greater customer value.
This deck also includes slide templates for you to use in your own business presentations.
We are a team of management consultants trained by top tier global consulting firms (including McKinsey, BCG, Deloitte, EY, Capgemini) with a collective experience of several decades. We specialize in business frameworks based on real-life consulting engagements.
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