Looking to Ramp up Your Multi-Channel Customer Experience?
March 06, 2013
By Allison Boccamazzo
, TMCnet Contributing Writer
Today’s customer service is no longer the norm. Today, companies are encountering what I personally like to call Customer Service 2.0. What does Customer Service 2.0 entail? Well, drastically differing demographics for one, all of which prefer different methods of company interaction. For example, 75 percent of teenagers text, older generations oftentimes prefer traditional voice and those in their 20’s and early 30’s prefer social media or e-mailing. It all depends on the customer and the performance of the service which the company provides.
And among all of this is the call center, which has continued to remain a prime point of contact for customers. One thing remains sure, however, and that is that customer service is changing. As a major source of customer interaction, call centers have to adjust and adapt to today’s modern customer needs – one of the most important of those being providing a multichannel experience.
In light of this, BenchmarkPortal (News - Alert), the leader in call center benchmarking, training, certification, consulting and assessing, will be conducting a multichannel benchmark survey designed to capture valuable performance data for these various contact channels.
The company will be unveiling the survey and providing insights on key performance metrics that should be captured and monitored for these multiple channels during its upcoming CallTalk Show airing next Wednesday, March 13, 2013 at 10 AM PT/1 PM ET. Speakers for the show include Bruce Belfiore, CEO, Dee Buell, senior consultant, BenchmarkPortal and John Chatterley, BenchmarkPortal.
To learn more about BenchmarkPortal’s upcoming CallTalk Show, click here.
Edited by Amanda Ciccatelli