The Challenges of Omnichannel
What does it take to deliver a seamless customer experience across all channels?
With digital channel interactions projected to overtake voice for the first time in 2018, that's an important question to ask. After all, companies with the strongest omnichannel strategies retain an average of 89% of their customers, compared to 33% for companies with weak omnichannel execution!
Calabrio recently surveyed more than 1,000 customer experience and marketing leaders in the U.S. and U.K. to find out what challenges contact centers face as digital channels become customers' preferred method of service.
Read The Challenges of Omnichannel to learn:
- How prepared companies are to meet changing customer service expectations
- What organizations consider when determining which new channels to invest in for their digital self-service
- Why hiring managers need access to better data to adapt training and recruiting practices to plan for more complex customer interactions
Please enjoy the report—and let us know if you have any questions about multichannel analytics for the contact center.