Ep 3 - Omnichannel Contact Centers

Welcome to "Contact Centers Defined," the show where we explore the world of contact centers and customer experience. Today we’re answering the question, “What is omnichannel?” 

It doesn’t have anything to do with robots, but sounds like it should, right? 

Anyway, in today's world, customers expect businesses to be available on multiple channels, but managing those channels separately can be difficult and expensive. That's where omnichannel contact centers come in. 

Let's explore what omnichannel means and why it matters with a game of true or false. 

Here’s Question 1: True or False: Omnichannel means customers can communicate with businesses through multiple channels. 

True! Customers can reach businesses through various channels, including phone, email, chat, and social media. 

All right, here’s question 2: True or False: Having a separate team for each channel is cost-effective and efficient. 

False! Having separate teams for each channel can be costly and inefficient, leading to frustrated customers and lost business.  

Last question: True or False: Omnichannel contact centers allow businesses to connect with customers through multiple channels and devices seamlessly. 

This is true! For example, they can start a chat on a company's website and then switch to a phone call without having to repeat their entire issue. 

Thanks for joining us for another episode of "Contact Centers Defined." We hope you learned something new! We'll see you next time!