Omni-channel may sound like multi-channel with bells on, but it’s more than just a simple buzzword. Has your contact centre made the move yet?
At the time the term “omni-channel” entered the customer service lexicon, most industry professionals were still getting to grips with its predecessor, multi-channel. It should be no surprise, then, that many continue to see it as little more than an outgrowth of that. When they think omni-channel, they think multi-channel with....