Latest News  

TELUS International Europe: Assessing omnichannel customer service readiness with our new Everest Group checklist

Omnichannel is often described as the Holy Grail of customer service. By providing customers a seamless interaction at all touch points in their journey, contact centers transform from cost centers to revenue drivers, gaining impressive top-line growth and customer loyalty in the process

2017-09-29 15:25:20





Grégoire Vigroux
Vice-President Marketing of TELUS International Europe


But just as Indiana Jones had to face a number of obstacles in order to recover the long sought after last crusade relic, organizations will need to overcome a series of challenges in order to achieve this epitome of customer service delivery. Fortunately, achieving omnichannel success is not limited to the likes of a fictional anthropologist, and by acknowledging the necessary requirements for enablement, companies can get closer to offering a truly omnichannel customer experience.

Everest Group, in partnership with TELUS International, has released a checklist to help organizations looking to pursue an omnichannel strategy, assess their organizational readiness and take the necessary first steps to implementing an effective program.

First things first: Defining omnichannel


A good place to start in any omnichannel journey is to define what the word actually means – and ultimately – what you're trying to accomplish. Although a popular buzzword, many find it difficult to distinguish between a multichannel and an omnichannel offering.

Everest group defines a multichannel customer experience as having the ability to engage customers at various contact points – voice, email, chat, social, media, self-service. This is a very company centric, inside-out approach.

On the other hand, omnichannel customer experience is defined as the ability to engage customers across multiple contact channels, while ensuring intelligent and seamless integration of information across those channels, and more importantly, delivering consistent customer experience regardless of the number and choice of channels.

With definition in hand, what exactly is required to achieve an omnichannel customer experience and what potential challenges are lurking in the dark to sway you off course?

Beyond technology: Why both human capital and technology matter


There are two key categories of challenges and requirements that an organization must acknowledge before they're able to reap the full benefits of an omnichannel offering: human capital and technology.

In the past, omnichannel discussions revolved largely around technology, which is understandable as new technology is the driving force behind the need for seamless customer interaction. But, technology is not the end-all be-all solution that you may have been hoping for.

To be truly successful, organizations need to be set up strategically and operationally in order to support a synchronized customer journey. That's why human capital takes precedence, because technology considerations require experienced IT staff and executive by-in. Not to mention, technology does not operate in a vacuum, demanding a talented and skilled team of frontline agents to execute accordingly.

This of course, is not to say technology doesn't play a significant role. The right tools are needed to seamlessly aid team members when engaging with a customer. The reality is, however, that more than half of all support channels are managed in silos and there's often no consistency in how channels are configured. These challenges may not seem like a giant bolder headed in your direction now, but they are detrimental to achieving omnichannel success.

The good news is that by knowing the obstacles in advance, you can better prepare for the difficulties you might face down the line. Download the free tool, From Multichannel to Omnichannel Customer Experience: A Checklist for Assessing Readiness to Make the Jump, to determine where your company is in the omnichannel journey and what still needs to be accomplished to implement a true omnichannel customer experience.

And of course, learn more about our own Omnichannel Solution and how TELUS International can help.

Keep up-to-date with the latest thinking about BPO, ITO and Contact Center solutions. Each month, TELUS International, a global provider of contact center outsourcing and BPO solutions, shares insights on the latest customer service trends.

Related articles: www.telusinternational-europe.com /
www.telusinternational.com


0 COMMENTS ^ Go back to Top
WRITE A COMMENT ^ Go back to Top
 
Your email address will not be published.
Nickname
Email
Comment
Validation Code
   
 
 
NEWS
US company Visteon looks for software developers at Timisoara

Visteon, automotive supplier focused exclusively on cockpit electronics, it is setting up a new product development center in Timisoara, Romania. The company plans to build a team of 400 employees in Romania,

 Read Full article »
Gabriela Mechea takes over the helm of ANIS

The Software and Services Industry Employers Association ANIS appointed Gabriela Mechea as the organizations' executive director, replacing Valerica Dragomir who left the association after 17 years.

 Read Full article »
Poll: 2018 was hard for recruiting – 29 Interviews to one hire

Nearly nine out of ten companies had a tougher time finding suitable employees in 2018 compared with previous years, interviewing an average 29 candidates before hiring one person, a poll by HappyRecruiter show

 Read Full article »
CBRE maintains its market leader ranking with 24 per cent market share on the Bucharest-based office segment

In 2018, CBRE, the real estate consultant managed 24 per cent of the Bucharest-based office market, according to a release of the company.

 Read Full article »
Philippe Beucher takes a new opportunity outside Capgemini

After 5 years spent in Capgemini, Philippe Beucher, the Romanian company's branch CEO announced he decided to take another opportunity outside of the Group as of January 15th.

 Read Full article »
Amazon expands at Iasi with 5000 sqm of offices

At the end of 2020, the American company Amazon will rent an additional 5.000 sqm office spaces at Iasi, to amount over 18.000 sqm office space in Romania, according to sources in the real estate market and quo

 Read Full article »
Accelerator programme Legal Tech Hub Vienna to offer support for legal tech companies

The law firms Dorda, Eisenberger & Herzog, Herbst Kinsky, PHH, Schoenherr, SCWP Schindhelm and Wolf Theiss, today launched the Legal Tech Hub Vienna (LTH Vienna). The unique initiative, that brings together sev

 Read Full article »
Fusion and purchase market in Romania close to 2 billion euro in 2018

The fusion and purchase market in Romania came close to two billion Euro in 2018, according to an analysis made by Deloitte Romania, based on public sources and transactions made public.

 Read Full article »
DXC Technology to Acquire Leading Digital Innovator Luxoft

End-to-end IT services and solutions developer DXC Technology and Luxoft Holding announced a definitive agreement for DXC to acquire Luxoft, a global-scale digital innovator with differentiated offerings, deep

 Read Full article »
KPMG study: Big data needs a big re-think: consumers are more anxious, but businesses can restore trust with greater transparency

Global KPMG study of 25,000 consumers reveals that we are embracing new technology, but are concerned about the types of data held by businesses.

 Read Full article »
 
 
MOST READ ARTICLES
» The most appreciated companies from th...
» Deloitte's Tech Trends 2019 report: B...
» TELUS International Europe awarded Mos...
» Academic efforts to grow the employee ...
» Endava expands its IT team in Republic...
» Deloitte: Leadership disrupted: Pushin...
» Genpact named leader in global banking...
» Deloitte: Anxious millennials seek sta...
» Centric to double Iasi opps, leases 1,...
» CrowdStrike opens a new center of inno...
 
EDITOR CHOICE
Deloitte's Tech Trends 2019 report: Beyond the digital frontier

The recently released Deloitte's Tech Trends 2019: Beyond the digital frontier, as each Tech Trends report in the series conducted by the consultancy company, lobbies for embracing the increasing, often mind-b

 Read Full article »
KPMG study: Big data needs a big re-think: consumers are more anxious, but businesses can restore trust with greater transparency

Global KPMG study of 25,000 consumers reveals that we are embracing new technology, but are concerned about the types of data held by businesses.

 Read Full article »
Manpower: Romania's labor market, more prudent in the first quarter of 2019

More than two thirds (70 per cent) of employers in Romania anticipate no changes in the size of their payrolls in the first quarter (Q1) of 2019, the largest percentage in over two years, and this suggests the

 Read Full article »
Noni Jain, Wipro Europe: It is fundamental how you coach the employees and prepare them for the next level of an evolving organization

How do you attract and retain a globally-mobile workforce? What technologies do you need in your arsenal to get the most from the tech-savvy "Generation Y"? To drive innovation and attract and retain top talent

 Read Full article »
Ascentis: The top ten HR trends for 2019

Ascentis, specializing in in integrated Human Capital Management software published the main HR trends for 2019, findings resulted from the work together with their workforce and leadership strategist Eric Swen

 Read Full article »
Latest News  
 
about us | newsletter | contact | members area | GDPR policy
Copyright © 2015 by Diplomat Media Events Design by Diplomat Media Events