Special Report: Future Contact Channels



Kindra Cooper
12/16/2019

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Contact center leaders are relentlessly debating the future of omnichannel engagement and what it will mean for the contact center.

Will calls disappear altogether? What will happen to agent headcount as machine-human interactions become increasingly commonplace? How will the Internet of Things impact the way customers and businesses communicate?

Not content to simply recap these questions, our new Special Report provides research- and case study-driven answers. More importantly, it reveals the actions you should be taking.

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. 

 

Topics include:

  • 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

We respect your privacy, by submitting this form 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, and information about your privacy and opt-out rights click here. By clicking the "Download button" you agree to the terms of our Privacy Policy.

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