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Your Omnichannel Strategy: Common Problems and How to Solve Them - with Julien Rio

Secrets To Contact Center Success

Release Date: 08/16/2021

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Julien Rio is the AVP of International Marketing at RingCentral, a leading provider of employee and customer communications systems.

Although Julien comes from a marketing background, his passion has always been around customer experience. He is a CCXP (Certified Customer Experience Professional), and co-host of the CX Therapy podcast.

Today, he shares the common problems he sees in omnichannel strategies, and how to solve them.

Julien’s Top 2 Tips

  1. Open one new channel at a time, by finding out which one customers use on daily basis, and then launching it with only a sample of customers. That way, you can expand it at the rate you’re comfortable, or switch it off if it doesn’t work (11:28).

  2. If you’re thinking of switching off a channel, make sure the data shows that it’s time to transition away from it. Assumptions can often get in the way of making the right choice (13:12).

You'll Learn:

  • The difference between omnichannel, multi-channel, and cross-channel, and why it’s important to know (02:47).

  • Why moving to an omnichannel approach is mission critical for your business, if customer experience is a priority (04:28).

  • The 2 steps (which are often missed) that will help you deploy your omnichannel channel strategy successfully (05:46).

  • The skills to bear in mind when recruiting agents to deliver an omnichannel experience (08:24).

  • The danger of having phone teams also do email, which hurts customer experience (10:22).

  • Why good customer experience is the shortest path to additional revenue (14:57).

  • How your Customer Service Representatives can be the best possible sales people in your team (16:37).

     

Connect with Julien on LinkedIn: https://www.linkedin.com/in/julienrio/

Tune in to Julien’s podcast, ‘CX Therapy’ on YouTube, or follow it on Twitter or LinkedIn.

Follow me on LinkedIn, or connect with me on Facebook.