Tip Sheet

Building the Business Case for an Omnichannel Contact Centre

While 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 centre solution will not only provide a substantial competitive advantage, it will also improve the overall experience and satisfaction of both agents and customers.

Download this tip sheet to learn 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

Building the business case for omnichannel 3d en uk 1

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