Regardless of demand geography or vertical market, in-house CRM managers are struggling to meet the cross-channel requirements of their consumers, and this is leading them to engage with contact center outsourcers that can assist in both the front-line delivery and strategic management of both emerging and mature non-voice platforms.
- Omni-channel offerings are a natural extension of consumer preferences for non-voice customer service alternatives
- Many consumers prefer using non-voice alternatives that better reflect their own personal social interaction habits
- Enterprises must offer omni-channel capabilities to their consumers
…this is tough in practice given the high upfront costs of acquiring the technology, especially given the current era of shrinking contact center budgets. There are also difficulties in finding the right talent and keeping up with the latest consumer trends associated with emerging channels.
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Working with an outsourcing provider can help companies protect customer satisfaction levels and enhance overall communication and outreach. Visit alorica.com to learn more about Alorica’s omnichannel customer service solutions to find out how we can help your enterprise.