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




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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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