Building the Business Case for an Omnichannel Contact CenterWhile most companies today support multi-channel customer service, they typically manage individual channels in silos, resulting in a fragmented customer experience.
Moving to an omnichannel contact center solution will not only provide a substantial competitive advantage, it will also improve the overall experience and satisfaction of both agents and customers.
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This tip sheet teaches eleven metrics for building your business case for omnichannel customer service including:
- 50% reduction in processing of duplicate messages across channels
- Over 20% increase in First Contact Resolution
- 15% increase in CSAT