The last time I wanted to get in contact with an organization, it was roughly 10:30 p.m. on a Thursday night. With business hours far over, I shot over an email to the customer support address, and when I woke up the next morning, I had a response waiting for me in my inbox. The time before that, I was in a very crowded, loud area – a New York Yankees baseball game – and it was already after 7 p.m. on a weeknight, which meant no such luck at attempting to make a phone call and reaching a human agent. So, I sent a text message. I was able to use self-service to answer my question and complete a transaction. These are just two of the many different ways customers are incorporating the contact center into their daily lives; communicating when it is convenient for them. Welcome to the world of the multichannel customer experience.

Notice I said “contact center” instead of “call center” – today’s customers are not just calling and using voice to get in contact with organizations. As we become more dependent on our mobile devices, consumers are becoming more expectant and demanding when it comes to accessing information in real-time. If they want to text an organization, they expect a response within minutes. If they want to chat with an organization over the Internet, they expect that option, emoticons and all. Not only do they want organizations to be available at all times across all different channels, but they also expect you to know exactly what they did on each one and when. It sounds exhausting, overwhelming and maybe even a little impossible.

How can you effectively manage the customer cross-channel journey today? An upcoming webinar, “They Just Don’t Call Anymore! What you can do to win the multi-channel challenge,” will teach attendees about the current state of consumer channel preferences for service, what technology and agent procedures should be considered to prevail in a multi-channel world, and how organizations can capture blended channel customer journey data to analyze and better optimize their resources and boost competitiveness.

The webinar will feature speakers Art Schoeller, principal analyst at Forrester Research, and Steve Chirokas (News - Alert), vice president of marketing at VoltDelta, a provider of on-demand solutions for voice recognition applications and contact center technology. Join us Thursday, Oct. 17 at 2 p.m. EDT to learn how to prioritize investments in order to thrive in the midst of today’s digital disruption.

Register here!