Information & Communication Technologies


Omni-Channel Customer Care

The Move to Seamless Multi-Channel Customer Care to Increase Customer Satisfaction
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Published: 22 Aug 2013

New customer interaction channels are accelerating the adoption of multi-channel contact center routing. But the contact center industry is moving to create an omni-channel experience where cross channel customer engagement is seamless. This Market Insight examines the extent to which new channels are changing the contact center and the Customer Experience, and proposes a set of recommendations to consider for building an omni-channel strategy.

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