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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