Trend 4 on Deloitte’s recent Contact Center Survey for 2022 is Right-Channeling. Seamless Customer Experiences demand service delivery across multiple media and with omnichannel support.
Making every step of the customer’s journey feel recognized and their choice valued; organizations are aiming to provide customers solutions on the channel of their individual choice.
87% of customers are frustrated by repeating the same information on multiple channel touchpoints and 73% will question whether or not to engage with the brand as a result of it. This practice of right-channeling will build trust with a brand, and reduce inconsistency in service.