The danger of digital customer service

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Why digital self-service without true omnichannel strategies risks the entire CX

This year, digital channel interactions are expected to overtake voice interactions for the first time, leaving companies across all industries scrambling to offer new customer communication channel options. As companies with the strongest omnichannel customer engagement strategies retain an average of 89% of their customers, compared to 33% for companies with weak omnichannel execution, getting digital service right is critical.

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies.

Read The Danger of Digital to learn:

  • Why 93% of companies believe it's important to provide a seamless, quality experience across all channels, but only 45% believe they're delivering on that experience
  • How organisations determine which new channels to invest in for their digital self-service
  • Why multichannel analytics is key to understanding what it takes to hire, train and schedule agents who can provide the service customers expect
  • You’ll also learn why many organisations struggle to succeed with omnichannel customer service, despite investing heavily in these new platforms.

Download The Danger of Digital

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