Omni-Channel Customer Care

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

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USD 1,500.00


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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

Omni-Channel Customer CareThe Move to Seamless Multi-Channel Customer Care to Increase Customer SatisfactionIntroductionMarket Challenges for Multi-Channel AdoptionMarket Drivers to Technology AdoptionTechnology Trends Supporting the Move from Accidental Multi-Channel to Omni-ChannelPutting It All Together – A Holistic Approach to Multi-ChannelBest Practices in Omni-Channel RoutingMulti-Channel Use CasesSummary and Recommendations

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