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The Challenges of Omnichannel: Why So Many Contact Centers Struggle with Digital Self Service

New study reveals what companies must focus on first to meet customer expectations for digital service.

What Does It Take to Deliver a Seamless Customer Experience Across All Channels?

This year, digital channel interactions are expected to overtake voice interactions for the first time, leaving companies across all industries scrambling to offer new customer communication channel options. As companies with the strongest omnichannel customer engagement strategies retain an average of 89% of their customers, compared to 33% for companies with weak omnichannel execution, getting digital service right is critical.

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies.

Read The Challenges of Omnichannel: Why So Many Contact Centers Struggle with Digital Self Service to learn:

  • How prepared companies are to meet increasing customer service expectations
  • What organizations consider when determining which new channels to invest in for their digital self-service
  • Why hiring managers need access to better data to adapt training and recruiting practices to plan for more complex customer interactions

You’ll also learn why many organizations struggle to succeed with omnichannel customer service, despite investing heavily in these new platforms.

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