Whilst there has seemingly been great focus on omnichannel over the past few years, our poll has found that only three in every ten contact centres are able to provide consistent service across every channel.
However, only 12% fully committed to saying that they could not, with the remaining 58% affirming that they could, but only partially across some channels.
Poll – “Do your customers get a consistent answer across all of your Contact Centre Channels?” – answers
- Yes -Across all channels: 15%
- Partially – Across some channels: 58%
- No: 12%
Source: Call Centre Helper Webinar Poll – Omnichannel – Joining up the Customer Experience Sample size – 102 Date: January 2017