Extreme Engagement: USAN and ICMI Study Omni-Channel Service

What percentage of contact centers has a customer experience program? How will omni-channel impact live agent interaction? How will it impact first call resolution? These questions, and nearly 60 others, were explored by ICMI in a 30-page, USAN sponsored research report titled Extreme Engagement in the Multi-channel Contact Center. Learn more about it, and download... Read More