Featuring Analyst, Melanie Turek, Vice President, Research, Enterprise Communications & Collaboration, Frost & Sullivan
Today, the last interaction a customer had with your company defines your brand for them. Disconnected channels, each an island of engagement, erode brand experience. As customers switch channels throughout their journey with you, it’s important to deliver the same great experience across every channel.
Don’t lose the battle—learn how to win in the age of customer experience.
A multi-channel contact center is a “must” for mid-size organizations looking to deliver best-in-class customer experience. By integrating traditional contact points with newer forms like social media and cloud-based services, mid-size businesses can differentiate themselves, compete head-to-head with their larger competitors, and drive greater customer satisfaction, retention, and growth. Frost & Sullivan research shows that to succeed in their efforts, companies must prioritize key strategies, consider operational needs, and deploy enabling technologies that will help deliver a seamless multi-channel customer experience.
Benefits of a multi-channel contact center
Key drivers and challenges companies must consider as they embark on this approach
Best practices for success
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