Improving Your Customer Experience Through a Seamless Multi-Channel Approach

Strategies and techniques that equip call center professionals at all levels to understand and build outstanding customer experiences through multiple points of contact.

Your customers are using more and more contact points than ever to communicate with your organization. Strategically managing their entire experience, through all channels, is critical to customer satisfaction and the success of your contact center. Through ICMI’s Improving Your Customer Experience through a Seamless Multi-Channel Approach vitrual classroom course, you’ll discover how to build a multi-channel strategy that drives applications, design, usage, and success rates.

Understanding your total customer experience is essential to developing a multi-channel strategy. In this course you’ll discover the key factors to track and leverage customer contacts across all channels that will build a successful customer experience, including ways to discern what your customers really want – and how to give it to them.

Plus, you’ll learn the keys to developing easy-to-use, customer focused self-service, from voice response and web applications to kiosks, text messaging, and other emerging channels for customer contact. You’ll consider (and involve) your customers at critical stages in development to meet your channel objectives. You’ll also determine ways optimize your use of multiple channels while providing customers with critical information how and when they need it.

Designed for those responsible for channel design and management, contact center managers who want a better understanding of multi-channel strategy, and those on the front line who are responsible for the customer experience, this course will guide you to:

• Understand what your customers really want and why the multi-channel customer experience matters.
• Determine what makes a good customer experience.
• Discover the different channel options and the key benefits of each.
• Build and optimize a multi-channel strategy.
• Learn multi-channel Best Practices and common mistakes to avoid.
• Measure improvement and gauge success.

Who should attend

This course is appropriate for supervisors and agents responsible for the customer experience or customer relationship management, customer service personnel who are responsible for channel design and/or management, and call center managers who want a better understanding of multi-channel strategy and design.

Course Length and Delivery Method

This course is delivered in a two-hour virtual classroom session. Purchasing this course on-demand will give you access to the recording (slide presentation with audio) for 72 hours.

Course Materials

• Printable Slide Presentation
• Industry Articles
• Handouts

Pricing

Pricing for live virtual classroom courses is for one computer and one telephone connection per session.

Cancellation Policy

Please take a moment to read the cancellation policy.