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Conference Presentation

Improving the Customer Experience with Omnichannel (sponsored by Coveo)

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Continuing to ignore your customer channel preferences oftentimes results in disappointment for your customers and inefficiency for your support organization. TSIA Support Services benchmarking has shown that nearly 90% of all support demand is received through three primary channels: Customer Service Portal, Phone, and Email. Support Organizations are challenged to continually improve their own efficiency, and digital channel transformation remains an ongoing business challenge that Support Organizations need to address, head-on, to improve the customer experience. This session will outline the key elements we believe are essential to delivering a consistent low-effort, high quality customer experience across multiple digital channels and provides a recommended framework for you to improve your omnichannel capabilities. Sponsored by Coveo.

Presented By:

Vele Galovski

VP Support and Field Services, TSIA

Publish Date: May 5, 2021

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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