Average Handle Time, Customer Care, Touchpoint and White Paper

2020 Is the Year of Digital Omnichannel. Here’s What You Need to Know

Comm100

JANUARY 14, 2020

According to Marketing Week, 15 years ago the average consumer used two touchpoints when making a purchase and only 7% regularly used more than four. Today, consumers use an average of almost six touchpoints with nearly 50% regularly using more than four. Digital omnichannel is the next word in customer experience.

Omni-Channel

Omni-Channel Social Media Knowledge Base Touchpoint

2020 Is the Year of Digital Omnichannel. Here’s What You Need to Know

Comm100

JANUARY 14, 2020

But these words all pointed to the same thing: the need for a CX solution that puts the customers above the channel, and harnesses technology to give agents the tools and visibility to deliver deeper customer care. Digital omnichannel is the next word in customer experience. FCR) and average handle time (AHT).

Omni-Channel

Omni-Channel Social Media Average Handle Time Knowledge Base

Customer Experience Update

2020 Is the Year of Digital Omnichannel. Here’s What You Need to Know

2020 Is the Year of Digital Omnichannel. Here’s What You Need to Know

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