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Our benchmark research over the last couple of years confirms what we all instinctively know: Consumers engage with each other and organizations using an increasing number of engagement channels. Indeed, our latest research into the next-generation contact center in the cloud shows the average number of channels organizations now support has grown to almost eight. The same research confirms that...
Read MoreTopics: Customer Analytics, Customer Engagement, Customer Experience, Customer Feedback Management, Customer Service, Contact Center, Omnichannel, Robotic Process Automation, Customer Journey Maps, Workforce Optimization