Omnichannel includes social media, physical shops/stores, field support, back office, etc., all working together seamlessly along with voice and digital channels. This guide will help you learn how to plan and manage this change internally so everything works, as it should:
- How to get a single view of the customer across all channels without replacing all your legacy technology.
- The steps you can take to turn your multichannel into an omnichannel contact center.
- How to measure omnichannel ROI and quick wins to show your senior management.
- What successful omnichannel operations have in common and pitfalls to avoid