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. Continue reading →