Why omnichannel is no longer a ‘nice to have’By Karine Palacios,
Consumers are tech-savvy and expect organisations to be. But many companies are still struggling to keep up with the multiple ways customers like to contact and are providing a fragmented experience as a result. Most brands still have a long way to go to be able to provide a fully integrated customer journey. An omnichannel approach can help to understand each customer’s sentiment, goals, and history to create a seamless experience and deliver fast and effective resolutions. Discover more about how to provide an outstanding and personal journey across all channels.
Watch our webinar, Cloudy with a Chance of AI, on the 24th March to find out how consumers and agents have coped during the pandemic, and what this means for the future of the contact centre.