Customer Experience: Q & A

Why should contact centers focus on Omnichannel engagement with customers? Omnichannel support for your customers doesn’t only build better customer experience. It increases agent productivity and inevitably helps to improve your call center efficiency. Real omnichannel requires making the customer the focus, no matter the channel. It means that you understand and respond to conversations in real-time. No matter where they contact you, the customer journey has to progress—no repeating, no steps backward. ​ https://preview.redd.it/o10c6bjlrgf61.png?width=1024&format=png&auto=webp&s=7be5f4e106f855222ef058469236277af15f57ef
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