Challenges in Multichannel Contact Center | ICMI
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Overcoming Productivity & Efficiency Challenges in the Multichannel Contact Center

Published: Oct 17, 2013

Pages: 9


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Do happy agents make happy customers? Does an increase in contact channels decrease efficiency?

This whitepaper takes a look at the relationship between engagement and efficiency. Does adding channels create productivity hurdles? What is the secret to increasing productivity in this age of multichannel? Perhaps the secret lies in listening to the needs of the agent.  Research shows that a happy agent can be instrumental to optimizing efficiency in the multichannel contact center.

The key topics covered in this whitepaper: 

  • The effects and value of multichannel
  • The relationship between a happy agent and customer experience
  • Training for multichannel
  • The right tools for the job
  • Strategy for engagement 


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Topics: Customer Experience, Mobile, Social Media, People Management

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