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Omnichannel vs. The Other Way

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If you’ve followed Marisa’s journey with Frozen Outdoor, as well as how—and why—the company implemented omnichannel customer service, then you might be wondering: what’s it like for agents on the front lines? After all, transforming the customer experience requires not only thinking about the end-user experience, but also changing the way agents work, and the […]

Omnichannel vs. The Other Way
Will Robins

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