Virtually every company says it has an omnichannel contact center today, but what they really mean is that customers have “options” for how to get in touch. Most of the time, they’re still starting in chat, moving to voice, and jumping into email, repeating themselves at every stage. Fragmented jour
Virtually every company says it has an omnichannel contact center today, but what they really mean is that customers have “options” for how to get in touch. Most of the time, they’re still starting in chat, moving to voice, and jumping into email, repeating themselves at every stage. Fragmented jour