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 center 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 center environments, from 250 to 5000 seats. Download now to learn: 8 questions to help you determine whether your contact center 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
The Omnichannel Customer Engagement Playbook
