Omni-Channel Customer Care: How To Delight Your Empowered Customers

State of Omni-Channel in the Contact Center 

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.