Customer Service Journeys most often start online and many of these interactions wind up in the contact center. According to the Corporate Executive Board, 58% of callers to the contact center visit a company’s website prior to calling the contact center.
Moreover, customers today use multiple digital channels, devices and sessions during the course of their overall journey. The biggest challenge for contact centers is to see digital interactions the same way customers do – as one omnichannel conversation. This leads to high customer effort and reduced customer satisfaction.
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Vice President Business Consulting