With a multitude of customer engagement channels today, it is difficult for companies to know where to focus their efforts. Contact centers are trying, but failing, to modernize and deliver on the evolving expectations of today’s customers. This eBook looks at the barriers which prevent companies delivering omni-channel service and then examines the process and technology changes required to overcome them.
This eBook will explain how businesses can:
- Upgrade support centers to deliver omni-channel customer care
- Introduce self-service and AI without sacrificing the human touch
- Deploy technology to empower support agents to go beyond transactional service and deliver personalized, proactive service
File Information: eBook, pdf 1.9 MB