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
Colliers International, designated to obtain WELL certification for Skanska's Campus 6 buildings

Pioneering in the field, Skanska is the first developer to introduce in Romania the WELL Building standard for the newest company's project developed in Bucharest, Campus 6 and its 2 and 3 office buildings, bei

 Read Full article »
Atos signs cybersecurity industry partnership with NATO

Atos, global leader in digital transformation and the NATO (North Atlantic Treaty Organization) Communications and Information Agency today sign an industry agreement to commit to a rigorous and continuous exch

 Read Full article »
Co-working segment: CBRE advises Spaces in the opening of its biggest center in Romania

CBRE, the world and local market leader in real estate consultancy, advised on the leasing transaction of 4,100 sqm office space for the largest center to be opened by Spaces in Romania.

 Read Full article »
Francesca Postolache, Partner PwC joins People in Shared Services & Outsourcing Forum on October 18, at Bucharest

Francesca Postolache, Partner PwC, joins us next Thursday to take forward major subjects such as Digital Transformation and Next-Generation Talent Development.

 Read Full article »
Telekom Romania opens in Brăila its sixth BPO center

Telekom Romania announces the opening in Braila of BPO (Business Process Outsourcing) centre dedicated to companies that need such services and which prefer to rely on a professional and experienced provider

 Read Full article »
Delphi Technologies inaugurates global IT center in Bucharest

Delphi Technologies, a leading provider of advanced propulsion solutions to automotive manufacturers has opened its first multidisciplinary global IT center in Bucharest. This new site will provide information

 Read Full article »
London Stock Exchange Group appoints Andreea Stanescu as General Manager for Romania

London Stock Exchange Group (LSEG) announced that Andreea Stanescu has been appointed General Manager, Romania. Andreea will be reporting to Dee Liyanwela, Head of Business Services Ltd (BSL) Sri Lanka and Roma

 Read Full article »
Google to offer free courses for young programmers and business incubators

Google announced the launch of the "Digital Workshop for Programmers", aimed at offering free courses to students who want to learn to program and young people who want to become technology entrepreneurs. These

 Read Full article »
ANIS scholarships gathered 35 innovative projects since launch

Employers' Association of the Software and Services Industry (ANIS) announced it registered 35 innovative projects within the first edition of its program called "ANIS' Scholarships".

 Read Full article »
Matthieu Pasquier is the new CEO of Societe Generale European Business Services

The Board of Societe Generale named Matthieu Pasquier as the new CEO of Societe Generale European Business Services, effective July 16, the company announced.

 Read Full article »
 
 
MOST READ ARTICLES
» Andrei Romanescu, Managing Director of...
» ROMANIAN OUTSOURCING AWARDS FOR EXCELL...
» Delphi Technologies inaugurates global...
» Exclusive OT print issue: Ericsson - ...
» Opinion: Why Canada, Asia and Australi...
» Oracle reaches 4,200 employees and pla...
» Isarescu: Economy will grow above pote...
» Ready for People in Shared Services & ...
» Genpact's COO: Staying ahead of the cu...
» Colin Lovering to moderate the talks o...
 
EDITOR CHOICE
People in Shared Services and Outsourcing Forum, 2018: What kind of future, tomorrow will bring?

We have just concluded the fourth edition of our annual event People in Shared Services and Outsourcing Forum, the get-together of the Who's Who in the industry of business shared services in Romania.

 Read Full article »
Olga Botusan, Stefanini, keynote speaker at People in Shared Services & Outsourcing Forum on October 18, at Bucharest

This Thursday, at People in Shared Services & Outsourcing Forum 2018, Olga Botusan EMEA HR Director at Stefanini joins us to talk about Digital Transformation and Next-Generation Talent Development.

 Read Full article »
Colin Lovering to moderate the talks of People in Shared Services & Outsourcing Forum on October 18, at Bucharest

The moderator of the 4th edition of the annual event dedicated to the human resources in shared services & outsourcing industry, COLIN C. LOVERING ISM, Chairman of BRCC and Senior VP, Avison Young Real Estate i

 Read Full article »
Andrei Mihai Crăciun joins the speakers of People in Shared Services & Outsourcing Forum on October 18, at Bucharest

Andrei Mihai Crăciun the Head of office for Innovation, Technological Transfer and Intellectual Property Office from West University of Timisoara will be joining us to discuss whether the private-state actors

 Read Full article »
Sergiu Negut, on the stage of People in Shared Services & Outsourcing Forum on October 18, at Bucharest

On October 18th, Sergiu Negut joins People in Shared Services and Outsourcing Forum to share with us his ideas of ways to support the industry's human capital necessities and create a more efficient cooperation

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