According to Call Center IQ's recent Executive Report on Multi-Channel Customer Management, 80% of organizations agree that it is important to both serve customers in their desired channels and seamlessly communicate information about customers and their inquiries across the business’ suite of channels. Only 30% can consistently make good on that promise.
Exploring the startling gap between promise and practice, this whitepaper investigates why committing to a multi-channel strategy is essential. And aware from research that making the philosophical commitment is only the beginning of the battle, this exploration also uncovers what is preventing thought from becoming action and how those barriers must be overcome.
Included in this report:
- Top five inhibitors to a successful multi-channel strategy
- Top five most crucial elements of a multi-channel strategy
- Top five reasons to excel with multi-channel customer management
- Steps to success