How-to Guide: How to Create an Omnichannel Contact Center
Add bookmark
In 2019, top pain points in customer experience included long wait times for customers, the need to repeat information to customer service, trouble finding the right channel to engage with brands, and multiple transfers between CX channels. These problems are only growing throughout 2020 as brands struggle to accommodate increased customer contact volume.
According to our CCW Digital research, 96% of businesses understand the importance of
serving customers in their preferred channels. 87% have active plans to better honor channel preference. Yet few CX departments will tell you they’re successful at it right now.
This How-to Guide will cover:
• The state of the voice channel
• How and when to incorporate live chat
• How to use email as a data goldmine
• How to blend social media with customer service
• How to deliver a call to action with SMS
• How to incorporate live video
