Omnichannel: Myth vs. Reality

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Speaker: Blair Pleasant, President & Principal Analyst of COMMfusion LLC and a co-founder of UCStrategies (Now BCStrategies.)

As businesses become more customer-centric, it is vital for them to evolve and adapt to an omnichannel approach in order to create a holistic, positive and efficient customer experience. This is especially critical as your customers don’t think in terms of “channels.” They expect to simply communicate with you in the same ways that they communicate in their daily life - switching channels as they please and not having to "start over" in their dialog. However, we often hear the terms multichannel and omnichannel used interchangeably. But they have very different meanings and implications for your contact center, so it’s essential to understand the differences. 

In this webinar, Blair Pleasant takes a look at what omnichannel actually means and debunks common myths. And, specifically, she delves into how omnichannel can help your business engage and pivot with customers through multiple channels, like email and inbound phone calls. At the same time, she provides the context and understanding your customers now demand. 

Read about the rest of the series below.

Featured Speakers

Blair Pleasant

President & Principal Analyst of COMMfusion LLC and a co-founder of UCStrategies (Now BCStrategies.)

As a communications industry analyst with more than 20 years of experience, Blair Pleasant provides strategic consulting services and market analysis on business communication applications, technologies, and markets, aimed at helping end-user and vendor clients both strategically and tactically. Her primary areas of focus are unified communications and collaboration, contact center, social media, and other business communications technologies. Blair provides clients with a variety of custom consulting services, including market analysis, surveys and research, white papers, product assessment, competitive analysis, strategic development, vendor analysis, marketing and product positioning, partner development, and more.

Webinar Series: Looking Forward to Contact Center Success in 2019!

Leading industry experts and analysts discuss the latest customer experience trends

From everything we are hearing from our customers, customer experience has never been more important. So now is the time to establish what success for your contact center looks like. As a way to help guide you this year and next, we launched an educational webinar series called Looking Forward to Contact Center Success.

Contact Centers:
The Moment of Truth for Your Brand

Presented by Vanson Bourne 
Learn More

Omnichannel Accelerates Contact Center Success Metrics 

Presented by Robin Gareiss of Nemertes Research 
Watch On Demand

Migrating to a Cloud Contact Center:
Tales from the Far Side

Presented by Sheila McGee-Smith of McGee-Smith Analytics
Watch on Demand

This series will help you look forward to the inevitable changes ahead with actionable content, insights and advice from some of the industry’s thought leaders. We’ve put together this masterclass series of top-notch customer experience experts to provide perspectives on the current state of customer experience as well as trends and developments in contact center technologies and strategies.

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