Contact center leaders are relentlessly debating the future of omnichannel engagement and what it will mean for the contact center. In this report you’ll learn to hire the right people, design the right experiences, implement the right technology and set the right metrics, ultimately ensuring you can deliver a great experience no matter where, when or why your customers connect. 

Topics include:

• 5 omnichannel trends that are disrupting the contact center
• New skills  your omnichannel “super agents” will require
• The role chat will play in the future of the contact center
• Tips for measuring performance in digital channels
• Insights into the balance between “call deflection” and customer centricity