Call Centre IQ - Omnichannel Report

When it comes to the omni-channel revolution, the game has changed. Today’s businesses are no longer debating the importance of the omni-channel customer experience; they recognise it as paramount. In widely embracing the omni-channel revolution, today’s marketplace has effectively ended the philosophical debate.

The 2015/2016 Executive Report on the Omni-Channel Contact Centre works to answer these questions. Upon confirming the aforementioned reality – that businesses do fundamentally accept the omni-channel revolution – it focuses on the inevitable change and associated action. To what extent have today’s contact centers begun the omni-channel transition? How will they accelerate the transition – and realization of the related results? How will this effort impact the business?

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