18 Steps to a Consistent Multichannel Experience - Manitoba Customer Contact Association

18 Steps to a Consistent Multichannel Experience

Our readers reveal how they deliver a consistent multichannel experience in their contact centre.

1. Ask the customer why they used the channel they did

Asking customers why they used the channel they did helps us understand which channels are best for different types of questions.

With this information, you can guide people to the channel most suited to resolving their query.

With thanks to Kate

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