Outsource Consultants' Blog

Prepare Your Call Center for Multichannel Customer Service

Before diving into multichannel strategies, get your house in order – according the article written by Lauren Horwitz from SearchCRM. A summary of that article is below:

Companies that don't develop processes and internal structures for handling their multichannel strategy can fall short on serving customers through multiple communication channels. Businesses are rushing headlong into multichannel customer service because their customers are rushing there even faster, experts say. 

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