Contact Center Management

The Omni-Channel Contact Center

Provided by Sharpen

Category Contact Center Management

Type White Paper

Length 9

Publish Date June 28 2016

Date posted April 06 2017

Overview

Modern contact centers unite every service channel a customer could use to interact with a business including voice, web, email, social media, and mobile. They effectively leverage all customer data to provide a consistent experience regardless of channel. They prioritize the ability to provide a completely seamless, cross-channel experience by:

  • Understanding that their performance directly correlates with a customer’s brand experience and overall retention
  • Preparing for emerging technologies and training agents on multiple channels
  • Measuring cross-channel customer service KPIs for better resource management

In short, they’re evolving and adjusting in response to customers across every channel.

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