Opportunities and Challenges of Applying Omnichannel Approach to Contact Center (CROSBI ID 664005)
Prilog sa skupa u zborniku | izvorni znanstveni rad | međunarodna recenzija
Podaci o odgovornosti
Picek, Ruben ; Peras, Dijana ; Mekovec, Renata
engleski
Opportunities and Challenges of Applying Omnichannel Approach to Contact Center
The contact center is the center of communication between users and service providers through which companies strive to provide support and retain or increase the customer's satisfaction in working with the service. Today companies that provide support through contact centers add more and more independent channels including email, chat, SMS, social networks and other, without paying attention to the needs of customers nor to the potential that a particular channel delivers. In context of the contact center, omnichannel approach rises as an idea of creating the seamless and integrated environment for modern customer experience (CX) through integrated channels, which allows agents to work on a better interface and to use a richer set of customer and service data. This paper discusses the nature of applying the omnichannel approach to contact centers. To be more precise, focus of paper is on presenting the need for an omnichannel approach in today's contact centers, analyzing literature and defining opportunities and challenges of applying omnichannel approach to contact centers.
Omnichannel, Multychannel, Contact Centre, Customer Service, Customer Experience (CX), CRM
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Podaci o prilogu
231-235.
2018.
objavljeno
10.1109/INFOMAN.2018.8392841
Podaci o matičnoj publikaciji
2018 4th International Conference on Information Management
Shuliang, Li
Oxford: IEEE, Institute of Electrical and Electronics Engineers, INC.
978-1-5386-6145-1
Podaci o skupu
4th International Conference on Information Management (ICIM 2018)
predavanje
25.05.2018-27.05.2018
Oxford, Ujedinjeno Kraljevstvo
Povezanost rada
Informacijske i komunikacijske znanosti