Sometimes, contact center and IT professionals mistakenly interchange the terms “omnichannel” and “multichannel.” Don’t be one of them! Understand the substantial difference between the two. Knowing the difference is fundamental to designing and delivering the omnichannel customer experiences that today’s digital-savvy customers expect.
Providing omnichannel CX means having the ability to consistently deliver seamless, personalized service throughout the customer’s journey. This requires bridging disparate systems implemented for voice, web, social or mobile customer service, breaking down silos between channels to holistically manage customer context.
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