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Omni Channel Assessment

contact center omni channel assessment

As the number of customer contact channels and self-service options increase, so does the need for a streamlined, unified customer experience. By developing a functional omni channel strategy, contact centers can build a customer experience that meets the demands of their customers.

Through careful observation, analysis, and planning, ICMI's Omni Channel Assessment can help you meet and sustain this goal.

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Collect information and data on customer access capabilities and all areas that are vital to contact center channel strategy.
Gather and analyze data at your contact center through interviews, focus groups, and observation (live or in-person) .
Assess the current state of your contact center strategy to determine what actions need to be taken to achieve a streamlined customer experience.
Develop a full report and presentation on your omni channel readiness or maturity, outlining steps that can be taken to achieve results.


ICMI consulting will help you determine where your contact center's strategy stands compared to a fully-optimized omni channel operation that successfully streamlines all customer channels. Learn more about the specific processes and procedures involved in this consulting solution - get in touch with an ICMI expert today!

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