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May is the month of multichannel at ICMI! For this edition of Technology in 10, I took a few moments to chat with Ashley Verrill of Software Advice.
As an expert in the field of customer service, Ashley had some great insight to share on optimizing multichannel support in the contact center.
Watch and learn how the contact center can best mitigate the agent challenges associated with multichannel support, and how to guide customers to the most appropriate channel for their needs.
Do you have multichannel best practices to share? Leave them in the comments.
Erica Marois is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.
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