Learn how to leverage the strengths of each channel for better interactions across and between channels. Companies not only tend to see channels in silos, but they organize them that way too. This session discusses the strengths of different channels and how to leverage them, as well as how to understand the value of delivering service where channels intersect. Examples include SMS surveys after a phone interaction, high-tech/high-touch approaches, and blending channels to deliver service in the best medium possible (speech, visual, etc.).

Providing multichannel communication is critical to enhancing customer satisfaction and improving retention and loyalty. This session defines the core elements needed to create an effective on-demand multichannel communication strategy for success, including agents and automation, two-way voice self-service, SMS messaging, and reporting requirements.