Omnichannel customer service often feels disjointed because data and insights are siloed within each service channel. In this short video, TwinStar Credit Union's Aaron Mickelson talks about how uncovering insights about every part of the customer journey improves the omnichannel experience.
[0:00]
Aaron
We talk about technology and introducing omnichannel, the member being able to have this seamless experience. But if you can’t understand what they're doing from beginning to end and how that all coalesces into one experiential, you’ll never get it right.
[0:28]
Aaron
And to be able to see not just in a traditional QA world, where we're listening to five calls per agent per month, bringing a couple of different insights forward, but now we can listen across the entire span—and not just phone calls, but chats, survey scores. We can bring everything together into one cohesive view of that member experience and then improve it.
