‘Omni-Channel Customer Engagement’ Channel Launched on TMCnet

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Aspect Launches Omni-Channel Customer Engagement Channel on TMCnet The Omni-Channel Customer Engagement Channel is designed for decision-makers seeking insight and best practices on issues important to the contact center like delivering a better customer experience and how to create omni-channel engagement. Visitors to theOmni-Channel Customer Engagement Channel can find valuable resources such as feature articles, industry news and white papers. The Omni-Channel Customer Engagement Channel can be found at: http://www.omni-channel-customer-engagement.com “The Omni-Channel Customer Engagement Channel is a great resource for consumer experience professionals looking for insight and best practices to improve their operations,” commented Tim Dreyer, Director, Public Relations and Analyst Relations at Aspect Software. “In fact, more than half of the people we recently surveyed said community forums are a valuable tool for knowledge and assistance. “Aspect is excited to join forces with TMC, a leader of communications and technology media, to help organizations improve the quality of their customer interactions by providing true omni-channel experiences.” About TMC Aspect’s fully-integrated solution unifies the three most important facets of modern customer engagement strategy: customer interaction management, workforce optimization, and back-office. Through a full suite of cloud, hosted and hybrid deployment options, we help the world’s most demanding contact centers and back offices seamlessly align their people, processes and touch points to deliver remarkable customer experiences. For more information, visit www.aspect.com. Featured Articles Omni-Channel: The Only Channel Your Business Needs Today, more than ever the customer is king. And with so much weighing on each interaction it’s vital to allow customers to engage with your brand in the method and manner of their choosing. The customer journey, once initiated only by a phone call or a letter now may start in a myriad of ways including a tweet, a text, a chat or an email or phone call. With so many channels for a customer to engage you on even for just a single issue, it’s vital to provide a seamless, contextual experience across them all. By offering true omni-channel customer engagement, where a customer can begin an interaction on one channel and continue it on another and pick up exactly where they left off, organizations can deliver consistency, continuity and the kind of experience today’s consumers expect. Modern Customer Service Excellence is Accurate, Fast and Low-Effort Part of a company's success in customer support is the ability to anticipate what their customers want. This is true when it comes to modern omni-channel customer support: different customers will want different things, so it's important for a company to understand that's expected of them. While older generations of Americans liked speaking to live agents over the telephone, there is evidence that with the Millennial generation – today's young Americans – live telephone support is something to be avoided, not embraced. Mobile Isn't a Single Channel, It's Much More While many companies today are attempting, at least on the surface, to build a multichannel customer experience for their customers, many of them are not succeeding. To be sure, it's a big and daunting job that requires the right platform, the right tools, the right workers and the right goals, so it's not a big surprise that there have been a lot of roadblocks to get over. Many companies are spending too much money and time on building out the wrong channels – ones their customers don't really care about – and skimping efforts to tie all the channels together into a coherent whole. Share This! For more information about becoming a TMCnet Community or Channel partner, please contact Client Services at inquiry@tmcnet.com.

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