Changing Channels White Paper
Cascadia Connections: Tune into your customers before they turn you off 
Available here for download >
Today's customers are impatient, fickle and increasingly vocal about being forgotton in long phone queues, let down by poor web sites, and misunderstood by disinterested or powerless customer service agents.
Today we're going through a social customer revolution and most companies have customers that are drowning in a sea of indifference. They are frustrated about the poor quality of service they experience across a broad range of contact channels and company touch points. Social media is dramatically changing the landscape and increasing numbers of customers - not just generation Y - are using social media as their first point of contact for customer service, bypassing more traditional methods such as call centres and on-line help centres.
This white paper looks indepth at 3 key elements for multi-channel customer contact sucess: Establish a customer experience strategic framework, Implement an evolving, cloud based, technology road map and Develop an innovative corporate culture, built on a multi-skilled, trusted and empowered work-force.
The white paper also touches on how challenging times in industry demand change and innovation and how social media has elevated the need for a holistic, multi-channel world.
Content covers:
• 3 key elements for multi-channel customer contact sucess
• Key industry stats on creating a single customer view
• Identifies what a customer experience strategic blueprint entails
Intended Audience:
• Customer services directors and managers
• Customer experience, quality and analytics professionals
• Contact centre directors and managers
