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5 Steps to a Multi-Channel Contact Centre

Achieving a Multi-Channel Contact Centre in 5 easy steps

In an ideal world building a multi-channel contact centre would be easy. Whether customers call, email, text, post, tweet or even walk in to your premises, agents see the entirety of your organisation’s contact with them and deliver a service that is both consistent and seamless. Customers would be calling in for no other reason than to congratulate you on the quality of your service.

In reality, making the shift to a multi-channel contact centre is difficult. For most contact centre managers it involves upgrading legacy systems, bringing disparate departments together and providing agents with real-time data about customers, all whilst continuing to deliver exemplary customer service with limited resource. Indeed, for most contact centre managers it is too much to cope with.

This white papers outlines the five key steps to building a multi-channel contact centre. Each step will take some effort and time, but by breaking it up like this you can make it an achievable and worthwhile goal.

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