download-1Omnichannel has been a buzzword for contact centers for awhile. Despite the significant expenditure of time, money, and energy that implementing and maintaining a CRM represents, many companies still view their CRM as a worthwhile investment because of the long-term efficiencies it creates, ongoing insights it provides, and exceptional customer interactions it allows for. In this ICMI article, Velaro Director of Partner Marketing, Chris Frascella, leverages a fun way to help cut through the marketing jargon and zero in on the value that makes omnichannel-supporting CRM worth the costs.

Read the full article here.