It doesn’t matter which channel we use, when interacting with an organisation we expect the same brand experience. Sounds simple, but the reality is quite different. Integrating all the channels you offer customers from Facebook, TikTok and Instagram to webchat, messaging and voice, can be fraught with conundrums. Having the right people with the right skills to having the technology to enable seamless experiences requires an in-depth knowledge of customers and the journey’s they take.

Many say that omni-channel experience is a pipedream. It’s time to explore how close we are to turning that fantasy into a reality. Do we have clear strategies for enabling this level of service experience? Is the technology available to support the frontline? What is holding us back? And who is doing this well?

At this CONNECT event, hosted by Ventrica in Southend, we’ll find out how far the needle has moved in creating genuine multi-channel service operations. We’ll hear from organisations that have tried and tested embracing a variety of digital channels into the contact centre and learn from their experiences. And we’ll uncover how to create an operational environment that gives you a chance at being able to achieve this north star.

As always, this is a great opportunity for you to network with your peers and take away ideas to implement in your contact centre.