Customers may be more comfortable than ever using digital channels (evidenced by surging volume), but they remain underwhelmed by the experiences they are receiving. Sobering CCW Digital research confirms low CSAT scores at most of these increasingly popular touch points.
The root of the problem is simple: few of today's contact centers possess omnichannel capabilities. Without an ability to enhance experiences throughout the journey, let alone connect touch points to create seamless interactions, meaningful improvement is impossible.
This report reveals why omnichannel is not transiting from buzzword into reality, before sharing practical tips for elevating the CX. Topics include:
- New research on the state of omnichannel and the stakes of poor experiences
- The biggest inhibitors to a great omnichannel experience
- Ways to create personalized experiences throughout the CX journey
- Solutions for simultaneously reducing friction, boosting employee productivity, improving scalability, and wowing customers