Omnichannel – it’s not just a buzzword. It’s the future of customer service and support. And it’s a future that is rapidly approaching. Consumers are coming to expect increasingly flexible, comprehensive experiences and soon businesses will have not only the opportunity to improve their engagement with their customers, but will in fact feel compelled to reach this level of performance to keep pace with their industry rivals.
To that end, contact centers need to move beyond interaction analytics. While interaction analytics have proven invaluable in a multichannel environment, as omnichannel gains prominence this approach will no longer be sufficient. Instead, firms will need to understand and embrace customer engagement analytics.