Call centres of yesterday have evolved into multichannel contact centres and a few have transformed into omnichannel engagement centres.
Understanding the difference between “multichannel” and “omnichannel” is key to designing and delivering omnichannel customer experiences today’s tech-savvy customers expect.
This eBook dives deep into the top 10 myths of omnichannel customer engagement including:
- A multichannel contact centre is the same as an omnichannel contact centre
- Omnichannel customer engagement is the responsibility of the CRM
- Implementing omnichannel customer engagement is complex & expensive
eBook written by: Genesys
Author: Jo Robinson
Published On: 7th Jan 2017 - Last modified: 3rd Jan 2020
Read more about - Archived Content, Genesys
