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Omnichannel Accelerates Contact Center Success Metrics

As organizations increasingly focus on improving the Digital Customer Experience (DCX), one initiative that is delivering measurable success is adding omnichannel capabilities. By integrating various digital channels and the associated customer data, companies can reduce customer frustration. This is why omnichannel is so crucial for a successful DCX strategy.

Presented by Nemertes Research, this webinar will cover: 

  • Companies see a 31% average improvement when they adopted omnichannel in their contact centers. Which metrics improved the most, and why? 
  • How are companies securing budget for omnichannel adoption? 
  • Why do companies with omnichannel see improvements in their agent turnover rates?
  • What are some of the key characteristics of omnichannel that can help you succeed? 
  • Analytics are key across the board for Digital Customer Experience. What role do they play in omnichannel communications and success rates? 


Read about the rest of the series below.

Webinar Series: Looking Forward to Contact Center Success in 2019!

Believe it or not, it’s that time of year to start thinking about planning, budgeting and, ultimately, establishing what success for your contact center looks like in the coming year. As a way to help guide your planning, we are launching an educational webinar series called Looking Forward to Contact Center Success in 2019

Leading industry experts and analysts discuss customer experience trends for the coming year

Myth vs. Reality
Thursday, January 17

Presented by Blair Pleasant of Commfusion
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Migrating to a Cloud Contact Center: Tales from the Far Side
Thursday, February 11

Presented by Sheila McGee-Smith of McGee-Smith Analytics
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Contact Centers: The Moment of Truth for Your Brand
Tuesday, October 30

Presented by Vanson Bourne
Learn More

This series will help you look forward to the New Year with actionable content, insights and advice from some of the industry’s thought leaders. We’ve put together this masterclass series of top-notch customer experience experts to provide perspectives on the current state of customer experience as well as trends and developments in contact center technologies and strategies in the coming year. 

About Our Speaker – Robin Gareiss, President and Founder of Nemertes

Robin Gareiss is president and founder of Nemertes Research, a technology advisory firm based in Mokena, Ill. Her areas of expertise include unified communications and collaboration, voice over IP, digital transformation and total cost of ownership research. For more than 25 years, Robin has advised hundreds of senior-level IT executives and analyzed their technology strategies.

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