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The Inner Circle Guide to Omnichannel

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.

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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?