Using Omni Channel to Manage Demand and Meet Customer Needs
In this presentation from Contact Centre Week Australia 2016, Sean O’Malley, Director of Contact Centre and Operations, AMP Financial Services, explores how you can formulate the best strategies in utilising social media to better understand the needs of your customer, including:
- Understanding that customers seek information on the internet but still have to call in for more information
- Embracing social media, changing the channels customers use to contact us, implementing click to chat
- Identifying why customers call or drop in to help decrease call volumes and increase internet traffic
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