In the not so distant past, enterprise contact centers used to be known as call centers because the telephone was one of the only channels customers could use to reach out to an organization for service and support. Today, the customer engagement landscape has radically changed. Thanks to the rise of digital transformation and self-service automation, companies now have a long list of customer service and sales channels they must support communication through telephone calls, emails, website, chatbots, social media, and even SMS.
The list goes on and on. Customers have a multitude of choices for both devices and channels through which to interact with businesses today – and whichever channel they choose, they expect fast, frictionless and secure service.
To meet customer expectations and succeed in today’s business landscape, organizations need to evolve their contact centers. They must start thinking of them as customer engagement centers that should aim to deliver a seamless, omnichannel customer experience no matter what digital engagement channel the customer chooses to use.
In this whitepaper, you’ll learn about:
- What it means to enable omnichannel communications inside your contact center
- How to implement an omnichannel strategy inside your company
- How to overcome common challenges organizations face when pursuing omnichannel programs