23 May

Why should your business give a flip about an Omni-Channel Contact Centre… And what the heck is it a  

  0 Attachements   0 Comments      23.05.2024
  Number of stars: 0/5. Number of Rating 0x.
Discover the advantages of your Omni-Channel Contact Centre (O3C). Super easy customer communication. Boost productivity. Find out how FrontStage O3C can transform your communication today! Simply said an Omni-Channel Contact Centre (OC3) is a better, smoother, more integrated way to communicate with your customers. But that doesn’t explain much. We all know that communication is everything. You know it. Your customers know it. Even your pet turtle knows it. As communication has evolved, so have our needs to handle that communcation. Whether it’s by phone, text, social media… you name it, today, you’re going to needs a system to handle your communication channels. (Side note: I’m calling it an omni-channel contact centre, O3C. It sounds cool and is shorter.)   

Picture this: You’re a customer. You’ve got a question or a problem or something. So, you reach out to the company. In the olden days, you might call them up on the rotary phone and talk to somebody. Get your problem solved (hopefully). That was it. One-on-one. One account. One person to talk to. One channel of communication. One place for all your info. Simple, easy, but not always solved. Most contact centres are still in this (minus the rotary phone) situation. And almost anyone over the age of 25 (possibly 30) still calls up and expects this kind of service.  

Nowadays things have gotten a little more complicated. There are more channels (fax, email). Still, companies could handle it. Different teams handled different channels. One group handled phone calls, and another group handled emails – you get the drift. (This is what a multi-channel contact centre is like.) 

Each channel operated in its own little bubble. If a customer switched channels, they often had to start all over again - a major pain in the you-know-what. Customers talked to one agent on the phone, then sent an email to another – but it didn’t help. None of the info was shared. The channels didn’t interact. Each team was separate and left to its own with different communication. Customers felt like companies didn’t understand them or communicate well. (And they didn’t – and maybe they still don’t.) 

Then, communication channels started mushrooming (text, direct message, webchat, social media, … the list keep getting bigger). What was a small problem became a monstrous one.  

That’s where your O3C (omni-channel contact centre) comes in.  

An Omni-channel contact centre platform brings all those different channels together into one tidy and neat experience (tech users like the word seamless). The idea is...  No matter what channel customers use... (chat, SMS, social media…), who they’re talking to (agent or expert)...  

Or what the problem is... 

The O3C can hand from the phone, email, text - you name it – and bring it all together so you can communicate with your customer just as effectively. O3C is like magic because it all works together.  

To customers, it looks easy and simple. It’s not. But it does one thing your customers absolutely love. They feel like the company connects and understands them. They see, hear, and feel how all your company’s communication channels work together.  

Just compare the differences. 
  • Connected with the customers. 
  • They say it once and the agent understands. 
  • Past interactions and transactions all in one place for the agent to see. 
  • The agent knows who the customer is. 
  • Customer and agent have all experiences all tied together. 
  • Disconnected and out of the picture. 
  • Explaining to each agent again and again 
  • None of the incidents are related together.  
  • The agent has no idea who the customer is. 
  • The agent has no relation from one encounter to another and doesn’t know about the past experiences 


















Nobody wants to be ignored or feel unimportant. Your company needs to show your customers 
“I care for you.” 
“I feel your pain.” 
And… 
“We’re listening, we understand.”  
“We’re ready to help.”  

When everybody is on the same page and gets it that’s going to create some serious brand loyalty. Nobody wants to feel like they’re talking to a different company every time they use a different channel. That’s the fun stuff.  

Now comes the hard part. Running an O3C is no child’s play. You need: 
  • Infrastructure 
  • Top-notch agents  
  • A platform that handles Omni-channel interactions  
  • Collaboration with other experts  
  • Training (an absolute must) 

  • Feeling overwhelmed by it all? You’re not alone. And this is just your basic omni-channel contact centre. Now let’s give the O3C godlike powers. (okay, not godlike, but really cool powers.) Imagine having an intimate knowledge of who your customer is, but not having to work hard for it. That is the FrontStage platform. Your FrontStage platform is able to integrate with your other CRM (customer relationship managers) system. 

    Does it sound like too much?  

    Don’t worry, we’re going to make it easier for you – not harder (we know it’s already hard enough as it is.) Easier to train your agents. Easier to get the info you need. Easier to set up the platform. (What could never get going can now be ready in a couple of weeks.) 

    Uh… We can’t get you top-notch agents though. (You’re going to have to find them yourself.) But we can help them power up a level.  

    See, FrontStage is the O3C built for you. It’s a robust platform built directly with your input, with you in mind, and your know-how. And hey if you don’t know – no sweat. We’ve been at this a while (over 20 years) and have a good idea of what you need. Under the hood of your O3C we’re able to analyze the stuff you need to know about your customers. Serve it up to you in a nice easy-to-read way.  

    What an omni-channel approach looks like today might look different tomorrow. Why? Because every year there are more changes. A new channel of communication. A new social media site. Customers want something else. And that’s where FrontStage is come in, ready to help you adapt and evolve with your needs. Give your team and customers every advantage you can.  
    Why should your business give a flip about an Omni-Channel Contact Centre… And what the heck is it anyway?

    Google+ Twitter LinkedIn Facebook

    Tag Cloud

    en-US
    fssmtp-bot@frontstage.cc
    Request a FrontStage Demo
    Dear
    Thanks for your interest in the FrontStage demo. This is an automated response confirming the receipt of your demo request. Our team will get back to you as soon as possible.

    Best regards

    FrontStage team

    London office
    86-90 Paul Street, London EC2A 4NE
    Telephone: +44 7813 920141

    Prague office
    Sterboholska 1427/55 102 00 Prague 10 Czech Republic
    Telephone: +420 271 004 241
    fssmtp-bot@frontstage.cc
    Request a FrontStage Demo
    Dear
    Thanks for your interest in the FrontStage demo. This is an automated response confirming the receipt of your demo request. Our team will get back to you as soon as possible.

    Best regards

    FrontStage team

    London office
    86-90 Paul Street, London EC2A 4NE
    Telephone: +44 7813 920141

    Prague office
    Sterboholska 1427/55 102 00 Prague 10 Czech Republic
    Telephone: +420 271 004 241