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Is Your Contact Center Ready for Omnichannel?
An integrated and seamless customer experience is
a competitive differentiator. But delivering that experience across an
omnichannel environment can be a challenge. Compiled by ICMI, How to
Successfully Become an Omnichannel Contact Center is your definitive guide to
making a smooth transition for both customers and agents.
It takes a step-by-step approach to understanding, deploying, and measuring the
impact and value of omnichannel to the organization with practical information
you can use, including:
- How to determine the blend of
channels that’s best for your customers and organization
- Tips for maximizing the
frontline productivity and ensuring agents can deliver a seamless customer
experience
- How omnichannel impacts contact
center metrics and which ones are effective measures of success
- Best practices for benchmarking
omnichannel from successful organizations
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