The Importance of the Phone in Omnichannel Retailing

If call tracking is done right, as soon as the customer goes offline to pick up the phone there's no catching up to do. The agent already has the consumer profile, is able to anticipate their questions and concerns, and is prepared to be the missing gap in the purchasing journey.

Creating the Seamless Customer Journey
The best way to ensure your customers receive great service is to leverage all the insights gained from online interactions and apply them offline. For example, if your contact center integrates call tracking software with Google Analytics, you can see which search queries and web pages drove the consumer to the phone call, making your agents more prepared to respond.