The Game Plan for Omnichannel Customer Service

Omnichannel is an inevitable evolution for contact centers in today’s digital economy. Customers expect choice and organisations want better customer experience at lower cost. This much is certain. But how to get there is not. In fact, it would be a brave brand that puts itself forward to claim they had cracked the complexity surrounding the issue and delivered on both sets of expectations.

This whitepaper provides insight and practical suggestions on how to design an effective contact strategy based on modalities (voice, text, video) and engagement options.