Using a Multichannel Strategy to Deliver an Exceptional Customer Experience
In a multichannel model for customer service, the technology, processes, people, culture, and information must work together so that nothing fails in the customer experience. This goes beyond having an IVR, CTI, or monitoring the customer’s call with an agent. It’s about having a complete multichannel strategy throughout the consumer relationship cycle. Read about 10 objectives to consider when building a multichannel strategy to improve the customer experience.