Omnichannel vs. multichannel contact center strategies

The Omnichannel Customer Engagement Playbook

Cover

With more consumers using internet-connected devices, social media channels, and mobile apps, customer engagement and customer experience management have become both more complex and more rewarding tasks.

This white paper explores how mid-size and large contact centers can architect omnichannel CEM strategies that target each stage of the customer journey.

Learn about the differences of omnichannel vs. multichannel, and uncover the potential benefits of these types of strategies. Plus, find out how to:

  • Increase customer self-service
  • Improve contact center workforce management
  • Coordinate CX across email, social media, web chat, text, and mobile
  • And more 
Vendor:
Genesys
Posted:
24 Aug 2017
Published:
24 Aug 2017
Format:
PDF
Length:
17 Page(s)
Type:
eBook
Language:
English
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