The engagement capacity gap is the difference between resources available to meet customer demand and the exploding volume of customer interactions and communication channels. By 2022, fully one-third of organizations will determine that their omnichannel interactions are ineffective and will abandon existing contact center technology.
Getting ahead of the curve and reimagining the way you deliver service and relate to customers is paramount to staying competitive. The key is to combine human experience with automation. Successful experience management depends on an enterprise-wide approach to employees, customers, data and tools. In this Ventana eBook, “Closing the Customer Engagement Gap,” you will take a deeper dive into how to narrow the capacity gap and discover 3 steps to get started.