3 key business objectives for omnichannel contact centers

Planning and Managing Your Omnichannel Contact Center Workforce

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Despite growing pressures to communicate with customers across more channels, 57% of businesses surveyed by Dimension Data still have no strategy in place to manage forecasting and planning across all channels together.

This white paper explores how to prepare your contact center to interact with consumers effectively across all of the devices and channels they use to engage with your business.

Discover how to enable data integration and workforce planning for omnichannel strategies, as well as meet 3 chief business objectives, namely:

  1. Improve the customer experience
  2. Reduce costs
  3. Increase agent satisfaction and reduce turnover 
Vendor:
Genesys
Posted:
16 Nov 2017
Published:
16 Nov 2017
Format:
PDF
Length:
4 Page(s)
Type:
White Paper
Language:
English
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