The Inner Circle Guide to Omnichannel

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The definitive analyst guide looking at the current reality of digital channels, customer channel preference vs usage, and the steps to be taken to move to an omnichannel environment. Includes: volume, growth and cost of digital channels compared to voice; email, web chat, SMS, social media, self-service, WebRTC and messaging.

Find the answers to:

  • What are the steps to take to turn a multichannel contact centre into an omnichannel contact centre?
  • How to measure the ROI of omnichannel? Are there any quick wins that can use to show to senior management?
  • Is there anything that successful omnichannel implementations have in common? Any pitfalls to avoid?
  • How do you believe customers will be communicating with businesses in 5 years’ time?
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