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Is Your Contact Center Ready for Omnichannel?


Presented By: NICE CXone

An integrated and seamless customer experience is a competitive differentiator. But delivering that experience across an omnichannel environment can be a challenge.  Compiled by ICMI, How to Successfully Become an Omnichannel Contact Center is your definitive guide to making a smooth transition for both customers and agents.  

It takes a step-by-step approach to understanding, deploying, and measuring the impact and value of omnichannel to the organization with practical information you can use, including:

  • How to determine the blend of channels that’s best for your customers and organization
  • Tips for maximizing the frontline productivity and ensuring agents can deliver a seamless customer experience
  • How omnichannel impacts contact center metrics and which ones are effective measures of success
  • Best practices for benchmarking omnichannel from successful organizations

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