The contact center is designed to support customer outreach and resolve issues while driving first-call resolution and case closure. The digital channel is designed to help customers self-service, transact, and be on their way. Both channels are focused on efficiency and customer satisfaction, yet both have traditionally worked independent of one another.
In this eBook we’ll examine some of the critical touchpoints where breakdowns occur and provide recommendations on a new approach to help retailers improve the overall customer experience.
- The 3 reasons why customers call your contact center to begin with
- How to break down silos between your contact center and digital team
- How to spot — and fix — costly problems before they break the bank
Read the eBook and learn how to unlock valuable signals from your contact center to improve the digital customer experience. Click here to download the eBook.