This report outlines the business value and best practices in integrating the contact centre with omni-channel programs to deliver a seamless customer experience across multiple touch-points.
Report highlights:
- B2B and B2C organisations share objectives when driving their omni-channel CEM programs
- Seamless integration between contact centre activities and omni-channel efforts maximises results
- Agents spend 14% of their time querying multiple screens on their desktop to find information needed to help customers
- 99% of companies use 2 or more channels to engage their customers
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