From Multi-Channel to Omni-Channel Customer Experience

11 May 2017
by Skand Bhargava

In this era of digital innovation, consumers can reach out to organizations using any of the numerous channels at their disposal. Organizations know they need to deliver an omni-channel contact center experience to ensure interactions are consistent and seamless across these multiple channels. However, despite many years of effort, it is still a challenge for most organizations to achieve true omnichannel customer experience. To address these challenges, organizations first need to understand the differences between "omni-channel contact centers" and "multi-channel contact centers" and the implications of those differences. This viewpoint is the first of a two-part study on omnichannel contact centers, and answers some basic questions related to omnichannel adoption, such as:

  • What is the definition of an omni-channel contact center? How is it different or similar to a multi-channel contact center?
  • What is the value proposition of pursuing omni-channel?
  • What does an omni-channel strategy look like? What are the key technology and human capital considerations?
  • What are the necessary first steps towards building an effective omni-channel program?

It concludes with a checklist for organizations looking to pursue an omni-channel strategy to help them assess organizational readiness.


Contact Center Outsourcing


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