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The Inner Circle Guide To Multichannel Customer Contact
All channels, regardless of how many there are, should be treated as a single, unified way of allowing businesses and customers to communicate with each other – and the same high level of service and knowledge should be available regardless of the means of communication. It’s smart to offer customers multiple channels if you can, but only if you’re sure you can get them right.
This report looks at customers’ and businesses’ attitudes toward usage of multichannel interactions. Inside, learn how to and identify the issues and potential pitfalls that businesses face when trying to improve customer communications across channels.