Businesses that adopt omni-channel strategies achieve 91% greater year-over-year customer retention rates compared to business that don’t, according to a survey conducted by Aspect Software. According to Aspect’s survey, a resounding 80% of Americans believe brands need to make big changes in how they provide customer service. What’s more, the survey reveals that 89% of respondents are annoyed when they have to repeat themselves about the same issue.  This omni-channel experience is what consumers expect, but while....

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