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The Inner Circle Guide to Omnichannel Customer Contact

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Abstract:

Digital channels account for around 30% of inbound customer contact, yet they are often disconnected from each other, inconsistent, and may even be more expensive than a voice call.

“The Inner Circle Guide to Omnichannel Customer Contact”, the definitive independent analyst report from ContactBabel, examines:

• the volume, growth and cost of digital channels compared to voice calls
• the channels most preferred by customers vs. what they actually use, and why
• inhibitors to omnichannel, and how to overcome them
• and the world beyond omnichannel


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