A quick guide to an omni-channel contact center

With life busier than ever, today’s digital age sees most customers spoilt for choice when it comes to deciding how they wish to contact companies. From a fully functional self-service portal, to agents who reach out to customers, customer service is expected to be omni-channel, flexible and accommodating to consumers on-the-go.

This Quick Guide to an Omni-Channel Contact Center will outline the key differentiators between multichannel and omnichannel customer service. It will also highlight the key business benefits of the latter, while explaining how it is the solution that today’s consumers are crying out for: a personalized customer service, flexible and consistent across all channels.

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