This report outlines the changes in channel adoption for contact centers and the reasons driving it. It also highlights how Best-in-Class companies build and nurture successful omni-channel programs. Between February and April of 2018, Aberdeen surveyed 445 contact centers across the globe regarding the key trends and best practices influencing their activities. This survey included contact centers of all sizes — small to large — and shed light on one of the most common questions customer care leaders across businesses seek to answer: how to best use a variety of channels to address customer expectations.
Omni-Channel Customer Care: How to Delight Your Empowered Customers
