Contact Center and Digital, Better Together
How contact center and digital teams can partner on delivering a great customer experience
The contact center is designed to support customer outreach and resolve issues while driving first-call resolution and case closure. The digital channel is designed to help customers self-service, transact, and be on their way.
Both channels are focused on efficiency and customer satisfaction, yet both have traditionally worked independent of one another.
This e-book examines critical touchpoints where breakdowns occur and provides recommendations on a new approach that helps companies improve the overall customer experience.
Read in this e-book to learn:
- The 3 reasons why customers call your contact center to begin with
- How to break down silos between your contact center and digital team
- How to spot — and fix — costly problems before they break the bank
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