Omnichannel support and knowing what channels to adopt is getting harder and harder for contact centers as more channels emerge. In fact, Gartner says that by 2022 contact centers will be handling 12 customer channels on average.
Some are emerging and some are shrinking so the channels you adopt will depend on your specific situation. And depending on your technology in place, it could mean some system integration is necessary or an omnichannel desktop is needed for your agents.
Watch this on-demand webinar with our CTO, Noel Roberts, hosted by CCNG to learn about industry trends and understand what your peers are doing to support omnichannel.