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Dive into the core challenges of omnichannel strategy with Raphaël Gourévitch from SIA. In this interview, we explore five key points that define today’s contact center landscape:
1. Where do companies stand on omnichannel? An overview of the progress made in implementing omnichannel strategies in contact centers.
2. What challenges are companies facing? A look back at the most common issues encountered when deploying omnichannel approaches.
3. Why is managing multiple channels so complex? The impact of channel multiplication on team workload and operational efficiency.
4. How can organizations simplify their structure? Practical ways to better manage omnichannel complexity on a daily basis.
5. What solutions can help overcome these challenges? Expert insight into effective tools such as orchestration platforms like DialOnce.
"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
Our analyses show that B2C companies now offer an average of over 5 channels for customer interaction, compared to 4 channels just three years ago. Among these, customers typically use an average of 3 channels.
The phone remains the preferred channel for customers, as speaking directly with a human agent provides the greatest reassurance, both in the quality of the response and the confidence that someone is handling the follow-up. It also allows customers to address multiple inquiries at once and ask for clarification if needed, without having to reach out through several different channels.
