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The age of the isolated call center is over. According to Nicholas de Kouchkovsky, analyst and operator of CaCube Consulting in San Francisco, “You can no longer optimize a single channel in isolation."
Organizations need to give customers a number of ways to reach them – websites, mobile apps, Short Message Service, social media, the phone. But multichannel businesses need to deliver a unified view of the customer, no matter how many channels that customer data comes through.
In this chapter of our e-book series Improving the Customer Experience Through Technology, de Kouchkovsky and other CRM professionals explain what it takes to maintain a single view of a customer’s history and contact information. Find out how multichannel organizations keep all that data in order and how they keep it from falling into the wrong hands.
- Vendor:
- TechTarget Customer Experience
- Posted:
- Feb 8, 2021
- Published:
- Dec 10, 2013
- Format:
- Type:
- eBook
