CCIQ Presents: Executive Report on Multi-Channel Customer Management
Based on the simplest possible conception—communicating with customers in more than one medium—nearly 88% of organizations are "multi-channel." But when it comes to actually delivering a quality customer experience across channels, the only universal reality is that most organizations are coming up short.
Worse, many have yet to develop an appropriate understanding of multi-channel and the best way to integrate, align and adapt their contact centers in this new era of customer ma...
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