Contact Center and Digital, Better Together

” 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 independently of one another. In this e-book Medallia examines some of the critical touchpoints where breakdowns occur and provide recommendations on a new approach that helps companies improve the overall customer experience.”

 

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