Multi-Channel Practice

Over 70% of all customer interactions occur via the web and call channels.

Providing an excellent customer experience is the best and least expensive form of advertising. Consumers know what good service is and they expect it from each interaction they have, through any channel they use. The impressions and opportunities developed through these contacts have a direct impact on your company's overall success.

Most customers will not tell you when the service they receive does not meet their expectations - they tell their friends and their coworkers. And with the growing use of social media these customers span an ever-widening circle with global reach. Consumers expect a consistent and coherent experience every time they interact with your company.

While 90% of North American companies view customer experience as critical or very important to their company's strategy, most senior executives are too far removed to appreciate the ways the contact channels can support or contradict the corporate strategy.

Our Services

Our Multi-Channel Practice focuses on helping clients maximize the value of their customer contact channels. We begin with the customer's perspective and work from there to understand their channel preference and purchase and service needs. We then identify opportunities for channel alignment, revenue growth, process consistency, cost reductions and effectiveness, and efficiency improvements.

Our Services Include:

• Channel strategy and roadmaps
• Optimizing operational performance
• Current-state assessments and Best Practice recommendations
• Centralization or consolidation
• Cross-channel customer experience enhancements
• Design and implementation of technology solutions

Our Clients Benefit From:

Improved Operational Performance

• Increased self-service - Web & IVR
• Workforce Automation
• Aligned performance metrics and measurements
• Reduction of transfers and repeat calls
• Process consistency

Expected benefits: 5-10% average annual cost reduction

Increased Sales & Revenue Growth

• Increased cross-sell and up-sell results
• Reduced channel conflicts
• Aligned performance priorities and tracking via balanced scorecards
• Lower cost of sales
• Improved customer retention

Expected benefits: 3-5% revenue increase

Enhanced Customer Experience

• Consistent customer experience across channels
• Improved "First Call Resolution"
• Enhanced online navigation
• Improved Net Promoter/Customer Survey scores
• Right-channeling based on customer preference
• Greater customer insights for Marketing & Product groups
• Properly correlated metrics to balance customer satisfaction and operating costs

Expected benefits: Increased customer loyalty and retention 9-18 months average payback