7 Strategies to Upgrade Call-Center Performance, Part 1 of 2

Channel unification also helps increase service consistency and agent use across channels by leveraging universal queuing and routing, and centralized multichannel knowledge bases and business rules. By implementing a CIH system to provide a unified cross-channel customer experience, you can drastically reduce customer interaction costs and total cost of ownership, while improving customer service consistency and quality by centralizing multichannel customer communications, knowledge management, business rules, work flow, administration and analytics in one platform.