Customer Drivers for Omnichannel
There are two main factors that influence contact centers within any vertical market: the need to provide profitable (or at least, cost-managed) service, and customers’ requirements and preferences for contacting organizations.
It is not only the nature of the specific business vertical market that needs to be considered. The urgency, complexity and emotional importance of the interaction is perhaps at least as important as the nature of the business that is being called: for a customer calling a bank, a simple balance request and an urgent call about the progress of the mortgage application are very different types of call, and should be treated as such.
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