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Insights / Contact Center Management

Omni-Channel Challenges in the Contact Center Webinar

While choices for customer contact channels are growing and becoming more diverse in the digital world, research from Northridge’s State of Customer Service Experience 2017 report shows more options do not necessarily equate to reduced customer effort.

Northridge collaborated with customer experience management software company, Clarabridge, on the webinar Omni-Channel Challenges in the Contact Center: Staying Ahead of Your Customer’s Expectations to expose some of the challenges customers face when interacting with brands through digital channels, their desires, and how companies can meet and exceed consumer expectations.

Data highlights from the webinar include:

  • At least 55% of consumers face long wait times, difficulty navigating automated systems, and agents that lack experience when trying to resolve an issue.
  • Despite social media increasing as a preferred channel among consumers, 25% never even receive a response when they contact a company through social media.
  • While digital has been praised as an answer to effortless customer experience, more than half of consumers say they don’t feel companies make it easy to contact them across channels.

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