Industry leaders are engaging in multichannel integration for some very good reasons. More effective cross-channel strategies lead to more satisfied consumers as well as more efficient, more profitable retail operations. In fact, as the survey indicates, consumers expect integrated multichannel experience from their favorite brands.
This white paper provides an overview of what citizens want and expect in their customer service interactions with federal agencies and outlines eight steps for establishing an integrated multichannel contact center experience that meets citizens' nee
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