The Inner Circle Guide to Omnichannel (3rd edition) is one of the Inner Circle series of ContactBabel
reports.
Other subjects include:
- AI, Chatbots & Machine Learning
- Cloud-based Contact Centers
- Customer Engagement & Personalization
- Customer Interaction Analytics
- First-Contact Resolution
- Fraud Reduction and PCI DSS Compliance
- Outbound & Call Blending
- Remote Working
- Self-Service
- Video & Next-Generation Customer Contact
- Voice of the Customer
- Workforce Optimization.
They can be downloaded free of charge.
The Inner Circle Guides are a series of analyst reports investigating key customer contact solutions
and business issues. The Guides aim to give a detailed and definitive view of the reality of the
implementing and using technologies, how best to address these issues, and a view on what the
future holds.
Statistics within this report refer to the UK industry, unless stated otherwise. There is are full versions of
this report available for download from www.contactbabel.com, including version with equivalent UK statistics.
“Small” contact centers are defined in the report as having 50 or fewer agent positions; “Medium”
51-200 agent positions; and “Large” 200+ agent positions.
Get the report, The Inner Circle Guide to Omnichannel, to find answers to these questions and more.
ContactBabel's third edition of the Inner Circle Guide to Omnichannel, sponsored by PCI Pal, examines how US contact centres are actually handling multi-channel customer contact. Non-voice interactions now account for over a third of inbound contact, with web chat projected to reach 8.4% by 2024. The cost case is less clear than expected: web chat was priced at roughly $6-7 per interaction at the end of 2020, similar to a phone call or email. And where outcome and timeframe are equal, 70% of consumers still prefer to speak to a person — a finding worth weighing before automating payment journeys.
