{"id":3111,"date":"2018-02-22T17:57:33","date_gmt":"2018-02-22T16:57:33","guid":{"rendered":"https:\/\/www.why-consulting.com\/?p=3111"},"modified":"2018-03-09T12:48:05","modified_gmt":"2018-03-09T11:48:05","slug":"optimized-multichannel-contact-centres-for-an-improved-customer-experience","status":"publish","type":"post","link":"https:\/\/www.why-consulting.com\/en\/optimized-multichannel-contact-centres-for-an-improved-customer-experience\/","title":{"rendered":"OPTIMIZED MULTICHANNEL CONTACT CENTRES FOR AN IMPROVED CUSTOMER EXPERIENCE"},"content":{"rendered":"<p><strong><em>Multichannel contact centres<\/em><\/strong> are at the heart of the customer experience.<\/p>\n<p>&nbsp;<\/p>\n<p>They are present at every stage of the customer relationship: pre-sale, contract management, customer service, after-sales service. They are fundamental assets in creating a positive customer experience. But they also represent a complex management and significant costs, whether they are managed internally or handled by service providers.<\/p>\n<p>&nbsp;<\/p>\n<p>Numerous questions arise:<\/p>\n<ul>\n<li>Are communication channels and the organisation used to their best to satisfy customers?<\/li>\n<li>Is the platforms\u2019 configuration adapted to optimise costs and deliver a service that meets customers\u2019 expectations?<\/li>\n<li>Is the customer journey actually under control?<\/li>\n<li>Does the management system allow to achieve performance goals?<\/li>\n<li>Is the contract entered into with the service provider compatible with an efficient processing of customers\u2019 requests? Is the management of the service appropriate?<\/li>\n<li>Is the quality\/cost ratio optimal?<\/li>\n<li>\u2026..<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>Specialist in customer relationship and sales performance in B2B for 18 years, WHY Consulting offers solutions to help companies <strong>get the best of their B2B and B2C contact centres<\/strong>.<\/p>\n<p>&nbsp;<\/p>\n<p>Services offered span from flash diagnosis to supporting the implementation of a new organisation.<\/p>\n<p>&nbsp;<\/p>\n<p>For more information, feel free to contact Olivier Tabusse (<a href=\"mailto:olivier.tabusse@why-consulting.com\">olivier.tabusse@why-consulting.com<\/a>), Director at WHY Consulting.<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Multichannel contact centres are at the heart of the customer experience. &nbsp; They are present at every stage of the customer relationship: pre-sale, contract management, customer service, after-sales service. They are fundamental assets in creating a positive customer experience. But they also represent a complex management and significant costs, whether they are managed internally or [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":3058,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_exactmetrics_skip_tracking":false,"_exactmetrics_sitenote_active":false,"_exactmetrics_sitenote_note":"","_exactmetrics_sitenote_category":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[105],"tags":[104,103,84,73],"class_list":["post-3111","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-expertise-en","tag-customer-experience","tag-customer-journey","tag-customer-satisfaction","tag-organisation-en"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>OPTIMIZED MULTICHANNEL CONTACT CENTRES FOR AN IMPROVED CUSTOMER EXPERIENCE - WHY Consulting<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.why-consulting.com\/en\/optimized-multichannel-contact-centres-for-an-improved-customer-experience\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"OPTIMIZED MULTICHANNEL CONTACT CENTRES FOR AN IMPROVED CUSTOMER EXPERIENCE - WHY Consulting\" \/>\n<meta property=\"og:description\" content=\"Multichannel contact centres are at the heart of the customer experience. &nbsp; They are present at every stage of the customer relationship: pre-sale, contract management, customer service, after-sales service. They are fundamental assets in creating a positive customer experience. 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