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As competition rises in the call center industry, savvy entrepreneurs seek out sales and opportunity wherever they can. One of the rising areas of interest is now in the so-called “multichannel customer experience.”

According to one online source, multichannel marketing refers to “the practice of interacting with customers using a combination of indirect and direct communication channels – websites, retail stores, mail order catalogs, direct mail, email, mobile, etc. – and enabling customers to take action in response – preferably to buy your product or service – using the channel of their choice. In the most simplistic terms, multichannel marketing is all about choice.”

In today’s business world, the last interaction a customer had with your company might well define your brand for them. So disconnected channels, each an island of engagement, can erode brand experience simply by not doing its job. You’ll find that as customers switch channels throughout their journey with you, it’s important to deliver the same great experience across every channel. 

With that in mind, Genesys (News - Alert) – a global multi-channel customer experience and contact center solution leader – is going to show, in a new webinar, how to win in the age of customer experience.  

The event, titled “The Next Battleground for Mid-Size Businesses—Multi-Channel Customer Experience,” takes place Wednesday, April 2, at 1 p.m. Eastern time (10 a.m. PDT). It will be co-hosted by Melanie Turek, VP of research, enterprise communications & collaboration at leading research agency Frost & Sullivan (News - Alert), and Lisa Abbott, product marketing director at Genesys. Among the topics the duo will address will be:

• The benefits of a multi-channel contact center;
• Key drivers and challenges companies must consider as they embark on this approach; and
• Best practices for success.

“A multi-channel contact center is a ‘must’ for mid-sized organizations looking to deliver best-in-class customer experience,” Genesys said in a release. “By integrating traditional contact points with newer forms like social media and cloud-based services, mid-size businesses can differentiate themselves, compete head-to-head with their larger competitors, and drive greater customer satisfaction, retention, and growth.”

Frost & Sullivan’s research has shown that to succeed in their efforts, companies must prioritize key strategies, consider operational needs, and deploy enabling technologies that will help deliver a seamless multi-channel customer experience. Those are just some of the steps this webinar will address.

To reserve your spot and begin learning how to tap this nascent market, click HERE.