Omni-Channel Customer Care

Omni-Channel Customer Care

The Move to Seamless Multi-Channel Customer Care to Increase Customer Satisfaction

RELEASE DATE
22-Aug-2013
REGION
North America
Research Code: 9857-00-3D-00-00
SKU: IT00143-NA-MR_01137
AvailableYesPDF Download
$1,500.00
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SKU
IT00143-NA-MR_01137
$1,500.00
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Description

New customer interaction channels are accelerating the adoption of multi-channel contact center routing. But the contact center industry is moving to create an omni-channel experience where cross channel customer engagement is seamless. This Market Insight examines the extent to which new channels are changing the contact center and the Customer Experience, and proposes a set of recommendations to consider for building an omni-channel strategy.

Table of Contents

Introduction

Market Challenges for Multi-Channel Adoption

Market Drivers to Technology Adoption

Technology Trends Supporting the Move from Accidental Multi-Channel to Omni-Channel

Putting It All Together – A Holistic Approach to Multi-Channel

Best Practices in Omni-Channel Routing

Multi-Channel Use Cases

Summary and Recommendations

New customer interaction channels are accelerating the adoption of multi-channel contact center routing. But the contact center industry is moving to create an omni-channel experience where cross channel customer engagement is seamless. This Market Insight examines the extent to which new channels are changing the contact center and the Customer Experience, and proposes a set of recommendations to consider for building an omni-channel strategy.
More Information
No Index Yes
Podcast No
Author Nancy Jamison
Industries Information Technology
WIP Number 9857-00-3D-00-00
Is Prebook No