- Customer Experience and Contact Centre Services
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Companies that think they’re doing well by offering their customers several channel choices for customer service and sales need to think again before patting themselves on the back.
Unless those channels are connected – so that conversations and transactions started on one can be continued on another – the customer experience is likely to be disappointing, cost more than it should to deliver, and generate less revenue than it might.
The truth is, customers expect you to interact with them across a range of channels. They’ll only be impressed if you can follow them from one to the next.
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