From the course: Contact Center Leadership
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Building omnichannel customer engagement
From the course: Contact Center Leadership
Building omnichannel customer engagement
- Omnichannel services are the future in contact centers. And yeah, omnichannel's alive and well in a growing percentage of contact centers today but we're going to see a lot more progress. Let's take a look here. I've found that when many in the contact center profession talk about omnichannel, they're really referring to multi-channel. Multichannel refers to a contact center that enables agents and customers to interact over multiple communication channels, video, phone chat, text, social media, and others. Omnichannel refers to a deep integration among channels, enabling them to work together seamlessly. Customers may start out in one channel, say an app or website and then move to another, such as phone, text, or chat. Of course, customers don't care about the term or the technologies they just want things to work easily and seamlessly. A government agency I've worked with has invested in voice biometrics to…
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