Digital transformation of small and midsize contact centres is gathering pace. Research by Genesys suggests that live agent voice now falls well below other digital channels at 65%, far below web (sites, forums, FAQs, web chats – 88.3%), email (85.6%), and social media (72.8%). But at a time when frictionless journeys are of utmost importance to customers, contact centres are struggling with a patchwork of disparate touchpoints without an overarching strategy to ensure consistent and effortless CX across channels and departments.
Genesys research indicates that under 2% of European midsized call centres have full cross-channel integration for seamless omnichannel CX. So how can today’s contact centres better understand and orchestrate customer journeys? Join customer experience experts Martin Jukes, Mpathy Plus, Mike Murphy from Genesys and MyCustomer's Chris Ward to find out how.
This webinar will explore: