InMoment：2024年释放联络中心对话的全部潜力白皮书（英文版）

With the rise of omnichannel communication, contact centres have become even more vital in delivering seamless and personalised experiences across various channels. Today, there is a pressing need for contact centres to analyse 100% of interactions. This comprehensive analysis helps uncover valuable customer and business insights, offering a clearer picture of agent performance and customer concerns. With this understanding, training, and resources can be enhanced to better meet customer