eBook: Busting the Top 10 Myths of Omnichannel Customer Engagement

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