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Report Shows High Consumer Expectations for Omnichannel Customer Contact Options


The new “omnichannel customer” uses a mix of contact solutions, with demand for social media solutions growing the most among millennials. At present, 82% of consumers phones suppliers of goods and services, with a further 62% turning to email. Perhaps more striking, however, is the 20% who contact suppliers via Facebook; this climbs to 29% of 18 to 34 year olds.

These are findings from a new survey, titled “The Omnichannel Evolution of Customer Experience”, released by Spider Marketing and commissioned by Altitude. It details the behaviors and attitudes of more than 3,000 consumers in Latin America and Europe towards customer contact channels.

The report also highlights the rise of the multi-channel, multi-device customer, the rise of consumer expectations and an emerging ”punish or promote” culture  as people share their experiences. Companies increasingly need to support mobile access with multi-channel customer contact solutions or face losing out future customers to the competitors who do.

Download the “Omnichannel Evolution of Customer Experience” Report and learn about the 2016 trends on consumer behaviors and expectations for omnichannel customer service solutions .

Case Study

Grupo SM Manages Customer Service Backoffice with Altitude Workflow


Grupo SM is one of the main publishing groups in Spain and Latin America, with over 2000 employees in 68 countries, and 283 million euros revenues. It pins its success in its experience, focus on innovation and ability to change, while always serving a cultural and educational mission. It has adopted the Altitude Workflow solution aiming to integrate customer contact channels, integrate the front and back office and achieve more efficiency in customer service and in managing existing resources.

“SM Spain found in Altitude the partner to answer the need to improve the customer service processes in the contact center, integrate the customer contact channels with our customer management internal processes, achieving efficiency in the relation between the several departments involved in solving customers’ issues and requests” stated Miguel Ángel Barreiro, Contact Center Manager in Grupo SM. Read the Case Study here.


Benefit and Get the Most from our Knowledge


We are putting more of our knowledge and resources online for your benefit.  Now we have not only our Resources (e-books, reports, whitepapers and infographics) for our visitors to download, but also our Webinars on-demand, the Videos we produced and Altipedia, a handy guide that explains contact center business and operational terms. Take a look and get the most of our resources!

Work Life

Instagram Contest: And the winners are…


The “How was your day?” Instagram contest is over! We had some very interesting photos from all around the world. And the winners are… Safae Touabi, from Webhelp Morocco, and Fernanda Bono, from APEX Chile. In the end, we also decided to give an award to Mcall in Portugal, for being the company that shared more photos in this contest. Thank you all for participating!


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