5 Omnichannel Lessons Learned the Hard Way
There is no doubt that your organization should provide a consistent customer experience across all communication channels. Fielding customer inquiries and providing information in multiple, disconnected channels can contribute to errors, miscommunication, and a disrupted customer journey that forces customers to repeat information. As a result, this can contribute to an increase in customer churn.
Omnichannel, however, can create connected customer journeys and exceptional customer experiences.
Join our live webinar to learn about some omnichannel pitfalls you can avoid, including:
- The wrong technology (added on top of legacy systems)
- Agents not cross-trained, leaving channels unstaffed or unavailable
- Inaccurate metrics and KPIs
- Insufficient or disorganized customer information