How contact center and digital teams can partner on delivering a great customer experience
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 that helps companies improve the overall customer experience.