Frost & Sullivan—Multi-Channel Customer Experience

The Next Battleground for Mid-Size Businesses

Frost & Sullivan: Multi-Channel Customer Experience

A multi-channel contact center is a must for organizations of all sizes. Best-in-class customer service organizations continue to raise the bar in delivering seamless multi-channel customer experience.

A multi-channel contact center delivers a truly consistent customer experience, so that regardless of how the client “calls in”–by phone, text, Web, chat or social media, and on any device–he receives the same level of high quality support and service.

This paper will discuss the changing nature of the customer experience; outline the need for and benefits of a multi-channel call center; highlight the key drivers and challenges companies must consider as they embark on this approach; identify what to look for in a vendor partner; and offer best practices for success.

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