Business Management

The Omni-Channel Contact Center

Provided by Sharpen

Category Business Management

Type White Paper

Publish Date June 28 2016

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.

Recommended for You

martin-veitch-thumbnail

Five months on, GDPR doubts remain for this lawyer

Martin Veitch's inside track on today’s tech trends

keri-allan

How can smart solutions help address Southeast Asia’s urban challenges?

Keri Allan looks at the latest trends and technologies

phil-muncaster

A rare glimpse inside the Chinese cybercrime underground

Phil Muncaster reports on China and beyond

Our Case Studies

IDG Connect delivers full creative solutions to meet all your demand generatlon needs. These cover the full scope of options, from customized content and lead delivery through to fully integrated campaigns.

images

Our Marketing Research

Our in-house analyst and editorial team create a range of insights for the global marketing community. These look at IT buying preferences, the latest soclal media trends and other zeitgeist topics.

images

Poll

Is your organization fully GDPR compliant?