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Showing posts from September, 2018

The contact center and omni-channel communications

The contact center and omni-channel communications

We’ve talked in other blogs about the value of contact centers over traditional, one – dimensional call centers, but we haven’t talked yet about the need for contact centers to be designed on the omni-channel model. This blog explains what omni-channel means and why this is a critical part of the contact center design.

Omni-channel refers to a specific model of multi-channel communications. We already know a contact center makes use of many different modes of communications in order to best meet all of your customers wherever they choose to be. But we haven’t talked about the fact that contact centers need to be omni-channel. In the omni-channel model, all of the channels are integrated. The idea here is to allow for cross channel “communication” so that the information and customer data that is accumulated on one channel is immediately communicated to all the other extant channels. The goal: whenever a customer connects on any touchpoi…