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Report Building the Business Case for an Omnichannel Contact Center

Building the Business Case for an Omnichannel Contact Center

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.

Report Snap Shot

This tip sheet teaches 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

Solution Categories

Customer Service Software

Customer Service Software

Customer service software refers to a digital solution designed to streamline and enhance the overal...

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Live Chat Software

Live Chat Software

Live chat software refers to a digital tool or application that enables real-time communication betw...

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Customer Data Platforms

Customer Data Platforms

Customer Data Platforms (CDPs) are software systems that aggregate and organize customer data from v...

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