customer engagementDo the needs and preferences of your customers have you spinning in circles wondering why you cannot seem to keep up as they move from social channel to mobile channel to the web?  These days, mapping the customer journey is more important than ever when trying to provide a positive experience. Increasingly, this involves more and more channels – like social and mobile. Additionally, companies everywhere are looking to increase the number of touch points and engagements across the end to end customer journey.

Whether or not you are trying to track audience engagement over the latest social media channel or provide support for your customers over the phone, there is nothing more important than having access to the tools and resources necessary for properly communicating with your customers. Otherwise, you could invest valuable time and resources in a specific channel while getting absolutely no return on your efforts.

Therefore, staying on top of customer demands today means understanding all of the dynamics of a changing customer engagement model. The customer engagement model has evolved from basic telephone and email service into several new and demanding avenues. While the model is constantly evolving as new channels open up, here is a look at some of the other dominant aspects that you need to pay attention to as a business leader in this current economic climate:

  • Callback options so that you never miss an important contact
  • Last agent routing for properly matching customers with agents who have served them in the past
  • Multiple channels so that you can reach customers across all bases
  • Chat/browse to more efficiently communicate with all customers

If you are struggling to keep up with the rapid change of communications preferences by your customers, then make sure to check out our December 18 webinar at 1:00 PM EST, titled “Leveraging the Cloud to Keep Up with Changing Customer Preferences. The webinar will feature presenters Donna Fluss, Founder and President of DMG Consulting LLC as well as Rob Farris, Chief Marketing Officer at Echopass.

We’ll discuss ways that companies can leverage cloud technology to manage customer preferences while creating a competitive enterprise advantage. Additionally, the session will offer recommended tips for adequately catering to customers and will show how the cloud can better serve customer care programs.

For more information on the webinar, and to register, please click here.

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