Contact center leaders are relentlessly debating the future of omnichannel engagement and what it will mean for the contact center. In this report you’ll learn to hire the right people, design the right experiences, implement the right technology and set the right metrics, ultimately ensuring you can deliver a great experience no matter where, when or why your customers connect.
5 omnichannel trends that are disrupting the contact center
New skills your omnichannel “super agents” will require
The role chat will play in the future of the contact center
Tips for measuring performance in digital channels
Insights into the balance between “call deflection” and customer centricity
Please note: That all fields marked with an asterisk (*) are required.