Customers are now digital natives; with the bulk of their work and social lives now taking place remotely, they are spending a much greater percentage of their days online. They are currently using technology both in replacement of and in addition to their former in-person interactions and routines.
This trend will likely persist, according to CCW Digital 85% of businesses say they are focused on increasing the use of digital channels as they set their sights on the contact center of 2025.
To effectively assist this new digitally sophisticated and multi-faceted consumer, companies must be equipped to offer seamless and unabridged support. In doing so, companies can work to optimize their digital offerings and uncover solutions that exceed growing expectations and facilitate innovative and excellent customer experiences.
This report will cover:
- Why companies are currently missing the mark in facilitating seamless omnichannel experiences
- How to leverage key insights and technology to provide effortless, yet personalized support
- What leading solutions work to streamline inefficient processes and keep agents agile during critical moments