As a professional in the customer service, customer experience or call center space you can no doubt relate to hearing the term “multi-channel”. Maybe you’ve considered a multi-channel strategy, maybe it’s in your future plans, or perhaps you’re one of the 30% of organizations who has actually implemented it (good for you!).
Regardless of your experience level, questions around executing and maintaining a multi-channel strategy are on your mind. According to Call Center IQ, 88% of organizations are multi-channel; however customers rate their experiences on multiple channels as very poor.
How will contact centers adapt to handle omnichannel communication in the future?
The Secret Sauce for Customer Happiness
Learn the key ingredients for making customer happiness the forefront of every business interaction.