The Inner Circle Guide to Omnichannel Customer Contact 2018

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A good customer experience is critical to the success of today's contact centers. Here's the experience those customers want: for agents in each channel to know their prior history to avoid repeating themselves; consistent service across channels; automated, personalized, and seamless experiences.

This report from analyst firm ContactBabel is a complete guide, from the justifications to the execution.

Key Takeaways:  

  • Checklist for proper adoption, execution, and refinement of an omnichannel program
  • Framework for which channels to use for which customer and issue types
  • Common barriers to omnichannel and how to overcome them
  • Ideas and process for personalizing programs to customer types


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