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Six Best Practices for Optimizing Multichannel Support

Published: Jul 24, 2013

Pages: 10


No longer can companies control when or even how a customer contacts them. With so many options available now, a company can impair their customer satisfaction by not offering a multitude of channels.

This whitepaper is offered to help contact center leaders make the right decisions when it comes to successfully offering multichannel support and how mobile, social and self-service channels are impacting the customer experience.

The key steps covered in this whitepaper: 

  • Step 1 - Provide Communication Channel Options
  • Step 2 - Deliver Unified Tools and Processes 
  • Step 3 - Uphold Strategy of Monitoring and Engagement
  • Step 4 - Establish Direct Links and Easy Transitions
  • Step 5 - Encourage Access to Interactive Self-Service
  • Step 6 - Create Connections to a Live Agent
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