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Best Practices for Transforming to a Multi-Channel Contact Center

By Donna Fluss


Providing multi-channel support is not an option for enterprises; it’s a strategic imperative. Customers are no longer satisfied with just phone and email support with inconsistent quality and response times between the channels. It’s understandable that many companies have not formally incorporated social media into their servicing environment, but it’s not acceptable to customers, and it’s hurting the brand and bottom line.

Building a multi-channel servicing strategy and infrastructure today is not that hard. The technology is available, even if best practices are lagging. This white paper provides a framework, plan and recommended practices for transforming siloed contact centers into multi-channel servicing environments that are a strategic asset.

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