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:
8 questions to help you determine whether your contact centre is truly omnichannel
How to deliver seamless, personalized CX across digital and voice channels
ROI and business benefits of omnichannel customer engagement
Insights from success stories of industry leaders such as Ticketmaster, Marks and Spencer and DNB