The "6 Elements of an Omnichannel Management Strategy" by Upstream Works outlines best practices for creating a cohesive customer experience across various channels. It emphasizes the importance of resolving issues on the first contact, empowering agents with consistent information, and retaining customer interaction history to prevent frustration. Companies should separate processes from channels to streamline operations and eliminate siloed management systems. Finally, investing in adaptable, integrated technology is crucial for maintaining consistency and enabling future channel expansion.

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