Sign up to get full access to all our latest content, research, and network for everything customer contact.

14 Key Findings About The Omni-Channel Contact Center




We respect your privacy, by clicking "Download Your Copy" you will receive our e-newsletter, including information on Podcasts, Webinars, event discounts, online learning opportunities and agree to our User Agreement. You have the right to object . In addition, you agree to having your details passed onto the sponsor who may promote similar products and services related to your area of interest subject to their privacy policy. For further information on how we process and monitor your personal data click here. You can unsubscribe at any time.

The "omni-channel revolution" has created numerous questions for contact center and customer experience professionals. Call Center IQ is ready to provide some answers!

Driven by our 2015 omni-channel survey and commentary from experts, CCIQ has developed our 2015 Executive Report on the Omni-Channel Contact Center. In advance of that report, CCIQ is proud to share our Key Research Findings.

Questions answered in "14 Key Findings About The Omni-Channel Contact Center" include:

  • Are businesses truly committed to the omni-channel revolution?
  • What does omni-channel even mean?
  • What makes a contact center an "omni-channel" one? What is the ideal role of the contact center in an omni-channel world?
  • To what extent are businesses successfully creating those omni-channel contact centers?
  • Are customers satisfied? Does the voice of the customer impact omni-channel strategy?
  • Which channels are most important? In which channels do businesses provide the best service?
  • How is the role of the contact center agent changing?

RECOMMENDED