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NICE inContact announced findings from a global research study that measures real-world consumer experiences, including most recent service interaction, satisfaction, and loyalty across communication channels. This survey reveals that use of digital channels is gaining ground, with email doubling and chat tripling among US consumers. This makes omnichannel service a must in today’s competitive experience economy.
Consumers in all regions are most satisfied with online chat with a live agent, compared to ten other channels....
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