The Business Value of Integrating the Contact Centre Within Your Omni-Channel Strategy

Posted: 01/21/2015

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

Sponsored by:


To continue viewing this content please fill out the form below and become an CX Network member.
Already a CX Network member? Sign in below to download.

By entering in your information and submitting the form, you give the sponsor permission to contact you regarding their product and you agree to our User Agreement, Privacy Policy, and Cookie Policy.

Posted: 01/21/2015