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Special Report: Rethinking Omnichannel Engagement

Brian Cantor

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We'd all scoff at the idea of frequently repeating information, arbitrarily switching channels and enduring undue delays when speaking to our friends, family and coworkers.

Yet this is the exact experience we impose on our customers. We have spent the past decade (if not longer) talking about the omnichannel experience, but we continue to deliver engagement journeys that are slow, fragmented, impersonal and unproductive. We make it hard to do business with us, which is a recipe for keeping customers goodbye.

Our Special Report on the State of Omnichannel will help break this cycle of customer and agent frustration. It reveals what customers expect from the omnichannel experience, what roadblocks you need to overcome, and what specific steps you can take to deliver. Topics include:

- 4 signs of a customer-centric approach to omnichannel

- How omnichannel helps reduce effort and increase personalization

- 5 ways omnichannel will transform your contact center operation

- Specific steps to prepare your agents, leaders and systems for the omnichannel revolution