The recent evolution of customer experience (CX) has been fast-paced and transformational. Customers are using digital and voice channels, sometimes simultaneously. The average contact centre today has nine communication channels. While customers appreciate having multiple channels to choose from, they expect seamless experiences as they navigate between them.
This playbook discusses omnichannel customer engagement requirements for mid-size and large contact centre environments, from 250 to 5000+ seats. Download now. You will learn: