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Omnichannel Enablement | Mentors CX Academy

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Module 6: Omnichannel Strategy That Actually Works
3. Omnichannel Enablement: Building the Right Team, Stack, and Routing Logic

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4. Measurement That Matters: KPIs & Dashboards for Omnichannel Success

3. Omnichannel Enablement: Building the Right Team, Stack, and Routing Logic

Great omnichannel support requires intentional team design. Stacy dives into the CX stack—from CRM profiles to skill-based routing. Learn how to staff for real-time vs. asynchronous channels to maintain a 95% CSAT while reducing cognitive load and preventing agent burnout or stress.

Duration: 8:29

Co-produced by Horatio.

Supporting CX education, innovation, and leadership worldwide.

Instructor

Stacy Justino

Module 6: Omnichannel Strategy That Actually Works

Learn why consistent CX across every touchpoint matters, and how embracing context continuity and an omnichannel mindset helps brands avoid silos and build lasting customer trust.

4 lessons • 30 min

Every lesson is free to watch. Sign in to save your progress and earn your certificate.

1. What Customers Actually Expect from Omnichannel

2. Smart Channel Strategy: Choosing & Scaling the Right Mix

3. Omnichannel Enablement: Building the Right Team, Stack, and Routing Logic

4. Measurement That Matters: KPIs & Dashboards for Omnichannel Success