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Customer service can be complicated! It doesn’t matter if you support two or ten channels, or have two or ten locations; the challenges facing most contact centers are considerable. And - the complexity intensifies as we expand the mix of customers, channels, and sites we support. That’s why it’s imperative for leaders to have a roadmap in place to mitigate the impact to the customer experience.
HP and ICMI have combined forces, linking multi-site best practices with new omni-channel research. Use these helpful tips to keep your contact center on track and drive your customers to a better experience!
Sarah Stealey Reed is the editor of Relate by Zendesk. When she's not wandering the world, she's a loud writer of customer experiences, contact centers, and optimistic relationships. Find her on Twitter: @stealeyreed.
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