Multichannel Mix: What's the right mix for you?

RECIPE FOR SELF-SERVE Nutrition Facts Contact Assessment Low priority contact relative to INGREDIENTS business ROI CONTACT ASSESSMENTS Phone 5% 5% - Low maintenance contact, without the need for great customer experience Email Chat 0% Profile your contacts to determine a successfull contact center channel recipe. Self-Serve Social 90% 0% 90 Cups 5 Cups 5 Cups What ingredients are you using to create a recipe that provides maximum impact for customer experience and ROI? RECIPE FOR VOICE RECIPE FOR MIXED CHANNELS Nutrition Facts Nutrition Facts Contact Assessment Contact Assessment - High priority contact relative to business ROI INGREDIENTS - Medium priority contact relative INGREDIENTS to business ROI 95% 0% Phone Phone 40% - High maintenance contact, with the need for great customer experience - Varied levels of maintenance for differenent contacts, needing a variety of customer experiences Email Email 5% Chat 5% Chat 25% Self-Serve 0% Self-Serve 15% Social 0% Social 15% 95 Cups 40 Cups 25 Cups 15 Cups 15 Cups 5 Cups 5 Cups Created by: 24-7 INTOUCH CONTACT CENTERS