This Aberdeen report will highlight the top factors influencing contact center executives’ agenda. Specifically, we’ll delve into how companies master using data to deliver more personalized and consistent conversations across all channels. We’ll do this by exploring the four groups of key activities deployed by Best-in-Class firms.
This Report Highlights:
- Between 2015 and 2017, the percentage of contact centers pursuing an omni-channel strategy increased by two-fold.
- Best-in-Class companies retain 57% more of their clientele.
- The Best-in-Class are 25% more likely to provide agents with detailed insights on customer interaction history.
- Eighty-eight percent of the Best-in-Class personalize customer conversations across all channels.