Improve Your Customer Experience Through a Seamless Multi-Channel Approach

Customers do business with companies through many different channels, but the experience is often disjointed and inconsistent. At best, this causes confusion and frustration. At worst, you’ll lose customers, who will tell 10 of their friends about their dissatisfaction. In this seminar, you’ll learn what it takes to build a seamless multi-channel customer experience.

Behind every successful contact center is a clearly articulated Customer Contact Strategy. It drives applications, design, usage, success rates, and customer satisfaction. Without this strategic focus on customer contact, organizations get lost in internally-focused silos and initiatives. Sound familiar? In this seminar, we’ll discuss how you can build a multi-channel strategy and the roles different channels play in customer contact.

Plus, you’ll learn the keys to developing easy to use, customer focused, self-service, from voice response and web applications to kiosks, text messaging, and other emerging channels for customer contact. We’ll show you how to consider (and involve) your customers at critical stages in development to meet your channel objectives. And we show ways you can optimize your use of multiple channels while providing customers with critical information how and when they need it.

We examine real-life examples of organizations that provide seamless multi-channel service, as well as some that don’t. We cover:

• Why the multi-channel customer experience matters
• How to build a multi-channel strategy
• Different channel options and their key benefits
• Best Practices for self service channels
• Common mistakes to avoid
• Continuous improvement and how to measure success

Value added materials

• Printable Slide Presentation
• Self-Service Usability Best Practices
• Channel Review Worksheet
• "Why Customer Experience Matters"
• "Jump Start Your Strategic Thinking"
• "Is Self Service Driving Your Customers Away?"

Who should attend?

This seminar is appropriate for teams responsible for the customer experience or customer relationship management, customer service personnel who are responsible for channel design and/or management, and call center managers who want a better understanding of multi-channel strategy and design.

Pricing

Pricing is per computer connection, not per person. Many companies attend these sessions in conference rooms to allow as many participants as possible to attend at the same low price.

Date:	Price:
Live Seminar Recording	$299.00

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