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Tip Sheet: Building the Business Case for an Omnichannel Contact Center

White Paper Published By: Genesys
Genesys
Published:  Jun 11, 2018
Type:  White Paper

While most companies today support multi-channel customer service, they typically manage individual channels in silos, resulting in a fragmented customer experience.

Moving to an omnichannel contact center solution will not only provide a substantial competitive advantage, it will also improve the overall experience and satisfaction of both agents and customers.

Download this tip sheet to learn eleven metrics for building your business case for omnichannel customer service including:

  • 50% reduction in processing of duplicate messages across channels
  • Over 20% increase in First Contact Resolution
  • 15% increase in CSAT



Tags : 
omnichannel contact center, customer experience, csat, first contact resolution