How to build a successful omnichannel QA program
Create an omnichannel quality assurance (QA) program that actually works
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Customer relationship management
Omnichannel isn’t just about offering more than the traditional customer support channels. It is about delivering seamless experiences from one channel to the next and helping clients progress along their journey to a conversion no matter how they choose to contact your brand.
Going omnichannel may mean your team has more plates to spin when monitoring interactions, but, with the right tools, it’s far easier than you may initially expect.
This eBook provides the essentials for building an efficient omnichannel QA program to take your brand's customer experience to the next level.
Readers will recieve practical insights on creating an all-encompassing QA program that is cost-effective, maximizes agent performance and cultivates connections with customers in timely, convenient, useful and meaningful ways.
Share best practice, ideas, and solutions to our global community of over 100,000 senior customer experience professionals.Interested in presenting your own Case Study?
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Access this eBook to learn:
1. Omnichannel service and the business benefits
2. Factors to consider before creating your first quality assurance program
3. How to build your omnichannel quality assurance program
4. Creating consistency across channels
