With the proliferation of customer interaction channels, it’s more important than ever for contact center leaders to track and measure the customer experience across channels. Despite the promise of a unified omnichannel experience, channel silos still pervade.

Key Take-Aways:

• Best practices for ensuring each channel delivers a consistently high quality, secure experience to ensure a trusted relationship
• Guide to making the customer journey across channels unified and seamless
• Tricks and tips for tapping into customer sentiment to optimize the customer experience