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The Inner Circle Guide to Omnichannel

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The Inner Circle Guide to Omnichannel (3rd edition) is one of the Inner Circle series of ContactBabel

Other subjects include:

  • AI, Chatbots & Machine Learning
  • Cloud-based Contact Centres
  • 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, including version with equivalent US statistics.

“Small” contact centres 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.

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