Call centers of yesterday have evolved into multichannel contact centers and a few have transformed into omnichannel engagement centers. Understanding the difference between “multichannel” and “omnichannel" is key to designing and delivering omnichannel customer experiences today’s tech-savvy customers expect.
Read this eBook. It deep dives into the top 10 myths of omnichannel customer engagement including:
- A multichannel contact center is same as an omnichannel contact center
- Omnichannel customer engagement is the responsibility of the CRM
- Implementing omnichannel customer engagement is complex and expensive