Omnichannel Engagement

Consumer expectations and behaviours are changing rapidly, and today’s customers demand a seamless, personalised experience across every channel - a truly omnichannel engagement. According to Twilio’s State of Customer Engagement Report 2022, 45% of consumers said...

In this article, we examine contact centre metrics and the vital role they play in improving the agent and customer experience. Customer satisfaction is directly linked to the growth of your business, your bottom line and employee engagement. If you’re not tracking...

Times are changing. And fast! With consumers now looking for companies to communicate across every platform imaginable, it can be tough for any business to keep pace. To help, in this article, we compare the key differences between multichannel and omnichannel...