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The omni-channel experience is one that continues to affect consumers throughout the modern marketplace. Consumers are increasingly demanding access to a variety of channels, depending upon their communication and transaction preference. At the same time, consumers also want the personalized experience - is it possible to offer both in an environment where omni-channel customer engagement is the norm? Aspect Software and LiveVox recently announced that they have teamed up to pair their respective workforce management and cloud contact center software for availability in the Aspect Cloud. 'Customer Engagement' is a phrase being heard in more and more companies these days, but rather than just talk about it, one major company is actually taking action. As younger customers - those of the so-called "Millennial Generation" - gain more buying power, the importance of telephone support will decline as they flock to their preferred channels, which are social media and chat. For companies focusing all their scheduling and quality efforts on the telephone, more customers will be lost through the neglected channels. It seems that while companies are attempting to change the way that they deal with their customers, we are still experiencing the type of "I know what is good for you!" attitude that these days drives a lot of customers away. A recent article in Entrepreneur, authored by Toby Bottorf, offers three ways to create customer experiences that boost sales.
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