2023

Business and consumer surveys carried out in the course of the research for this guide show that while improving the customer experience is high on the agenda for many organizations, most businesses are still a long way from where they want to be. T…

First-generation digital channels like Email and Web Chat are seeing significant adoption, along with video chat and co-browsing capabilities. Mobile apps, tied to the widespread use of smartphones, are gaining traction, though contact center support l…

In 2022, businesses recognized the value of optimizing their contact center operations to streamline processes, increase efficiency, and meet the rising expectations of their customers. Despite a full staff of agents, only 10% of customers believe t…

Business and consumer surveys carried out in the course of the research for this guide show that while improving the customer experience is high on the agenda for many organizations, most businesses are still a long way from where they want to be. T…

First-generation digital channels like Email and Web Chat are seeing significant adoption, along with video chat and co-browsing capabilities. Mobile apps, tied to the widespread use of smartphones, are gaining traction, though contact center support l…