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
22-Aug-2013
REGION
North America
North America
Research Code: 9857-00-3D-00-00
SKU: IT00143-NA-MR_01137
$1,500.00
Special Price $1,125.00 save 25 %
In stock
SKU
IT00143-NA-MR_01137
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
Popular Topics
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.
No Index | Yes |
---|---|
Podcast | No |
Author | Nancy Jamison |
Industries | Information Technology |
WIP Number | 9857-00-3D-00-00 |
Is Prebook | No |