Omnichannel is no longer a buzzword. It defines consumer expectations and represents what is an essential requirement of the modern contact centre. Aside from traditional methods of contact—telephone, email, chat, website and IVR—a growing list of other channels are in demand, from text/SMS and social media, to mobile apps and now virtual assistants and bots.
But according to a NICE inContact study, 67% of customers still prefer to interact with a live agent, whether by phone, email or online chat—despite decreasing phone volumes.
ContactBabel’s Inner Circle Guide to Omnichannel explores the challenges and opportunities of offering more contact channels while maintaining the human connection. Download your copy now!