Nancy Reiser

Developing a seamless multichannel experience means creating parity between your online and offline business. If your contact center reps use upsell offers when closing phone orders, make sure your Web site touts those same offers on the confirmation page during checkout. If you offer an e-mail newsletter to customers who visit your Web site, be sure to get customers' e-mail addresses when they place an order on the phone so you can send them the same thing. —Nancy Reiser, vice president, Mokrynskidirect