eBook

Contact center and digital, better together

How contact center and digital teams can partner on delivering a great customer experience

The contact center is designed to support customer outreach and resolve issues while driving first-call resolution and case closure. The digital channel is designed to help customers self-service, transact, and be on their way. Both channels are focused on efficiency and customer satisfaction, yet both have traditionally worked independent of one another.

Read this eBook and learn how to unlock valuable signals from your contact center to improve the digital customer experience.

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What's Inside

In this eBook we’ll examine some of the critical touchpoints where breakdowns occur and provide recommendations on a new approach that helps companies improve the overall customer experience.

You'll learn:

  • The 3 reasons why customers call your contact center to begin with

  • How to break down silos between your contact center and digital team

  • How to spot — and fix — costly problems before they break the bank

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Medallia - Customers