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Navigating the Modern Omnichannel Contact Center
In
today’s digital landscape, the customer journey encompasses a diverse mix of
interactions across channels such as chat, text, email and more. Despite this,
many organizations still fall short in effectively analyzing the wide spectrum
of omnichannel customer feedback.
Notably,
71% of organizations limit themselves to only gathering feedback that is
directly requested, using methods such as satisfaction surveys. Yet, the
unsolicited feedback obtained from day-to-day omnichannel interactions
represents the majority of customer opinions - along with a major untapped
opportunity for organizations.
Explore
the potential of omnichannel insights to transform your business with our
latest whitepaper, ‘Navigating The Modern Omnichannel Contact Center’.
You’ll
learn:
- How to develop an omnichannel
listening strategy.
- How to apply omnichannel
insights to improve business performance.
- 5 CX and EX improvements that
can be made with omnichannel insights.
Download the white paper