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Guide: Organizing your contact center for Omni-Digital Customer Care


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Agents are the pulse of the contact center: the quality of customer service and customers’ satisfaction heavily depends on their skills, motivation and ability to solve customers’ problems.

66% of consumers agree that their experience with a brand’s customer service agents has a major impact on their impression with the brand overall.

The customer care department is the frontline of your company. In this white paper, you will find a guide to organizing your contact center for Omni-Digital Customer Care.

Topics include:

  • Balancing Autonomy and analyzing KPIs
  • Other alternatives to the Front to Back model
  • Which areas are key to improving Customer Experience?

This white paper was also produced with the expert insight of Cédric Blum, who has experience working for telecom operators, specializing in Customer Service, and running his own departments at companies such as:  Lazada, iflix, and Doctolib to name a few.

“By giving individuals and teams more freedom to self-manage, while staying aligned to the organization’s purpose, this model empowers agents and contributes to a better customer experience.”

Cédric Blum

Customer Experience Director, Doctolib


Originally published Apr 08, 2019, updated Dec 30, 2022

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