The importance of adopting an omni-channel strategy has emerged over the past few years within the Contact Centre universe – it’s nothing new and many businesses are now focusing on omni-channel integration in order to improve their customer experience.
This change has happened for a multitude of reasons, on of which is that customer behaviour has fundamentally changed and customers now expect to be contacted by different methods – not just the old telephone approach. This is one of the reasons that it is vital for companies to adapt their communication strategy. If customers have new expectations about their most favoured communications methods, then Contact Centres need to use these different methods.
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