The CXO Guide: Contact Centers – Succeeding With Omnichannel Support
Much of how businesses need to offer customer support can be summed up in one word — omnichannel. ‘Omni’ comes from the word Latin word, “Omnis”, which means ‘all or universal’. It combines all the channels of communication that a customer might use, and integrates data across these channels to provide businesses with the insights they need to create strategies that deliver value to their customers.
According to research from Aberdeen, companies which provide an omnichannel customer experience achieve a 91% higher year-over-year increase in customer retention, compared to organizations which don’t offer an omnichannel experience. Yet, in a recent study done by Regalix, State of Contact Centers 2019, 75% of businesses reported not having implemented an omnichannel approach in their contact centers. Join us here as we explore the profitable, yet complex omnichannel practice in contact centers.