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Dive into the heart of omnichannel challenges with Raphael Gourévitch from Sia Partners. In this interview, we will explore five crucial points that define the current landscape of contact centers:
Omnichannel Status Quo: Where do companies stand in their omnichannel offerings?
Challenges Faced by Companies: Feedback and main difficulties observed.
Complexities of Multichannel Management: How does the multiplication of channels impact the management of contact centers?
Organizational Strategies: How to reduce omnichannel complexity within companies?
Expert Advice: What solutions, such as the acquisition of orchestration platforms like DialOnce, can address these challenges?
"Businesses aim to better control and qualify incoming flows, especially by creating bridges between channels to retain knowledge of the history of behavior and interactions with customers from one channel to another, in order to personalize communication and accelerate processing times. "
Raphael Gourévitch
Senior Consulting Manager, Sia Partners
In your opinion, where do companies stand regarding omnichannel offerings?
"Our analyses show that B2C companies offer an average of more than 5 channels to interact with their brands, compared to 4 channels three years ago. Among these, customers use an average of 3 channels.
The phone remains the preferred channel for customers, as direct exchange with a human agent offers the most reassurance about the quality of the response and the fact that an interlocutor handles post-contact processing. It also allows the customer to handle several of their requests at once and ask for clarifications if needed, without having to multiply solicitations...
