IT Employment

Developing A True Multi-Channel Contact Center

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Executive Summary

The multi-channel service center is coming! Everyone in the service and contact center sector knows it.

Customer support organizations have evolved from call centers to contact centers (phone and email) to now being truly multi-channel with up to 15 different customer touch points.

But how do you develop a multi-channel contact center with web chat, social media and SMS capabilities? What are the benefits? What are the pitfalls?

Download this complimentary callcentres.net eBook, to learn:

  • Why it's critical to start transitioning to a multi-channel contact center
  • 3 key steps to developing a true multi-channel center
  • First-hand perspectives from managers who have successfully implemented multi-channel strategies
  • And much more...

  • Format: PDF
  • Size: 1670 KB