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Evolve IP The Inner Circle Guide to Omnichannel

The Inner Circle Guide to Omnichannel

This survey report of over 1,000+ contact center professionals includes some interesting findings & trends around the omnichannel contact center market.
This detailed report includes the following points and more:
  • Key Trends & Findings on Different Channels for Contact Centers
  • Drivers for Omnichannel
  • Barriers & Constraints around Omnichannel
  • Mapping an Omnichannel Strategy
  • Omnichannel Checklist
  • Future of Omnichannel
  • Most Frequently Asked Omnichannel Questions

Overview

As customers continue to utilize multiple channels of communication, there is an increasing pressure on businesses to deliver a true omnichannel contact center solution to competitively differentiate themselves. Organizations that are looking to deliver an excellent customer experience need to adopt an omnichannel contact center strategy.

Did You Know?
  • 95% of customers use more than one channel to communicate with companies (Source: Forrester)
  • Companies with the strongest omnichannel customer engagement strategy retain an average of 89% of their customers (Source: Aberdeen)
  • 8 out of 10 customers walk away because of poor customer service (Source: American Express)
  • 91% of clients would use an online support center if it were available and tailored to their needs (Source: Salesforce)
Download this report for more statistics & information around omnichannel.

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Inner Guide 1

 

Inner Guide 2
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