Multi-channel Communications
How Can I Effectively Manage Multi-channel Interactions?
Beleaguered contact centre managers are continuously juggling service levels across five or six different channels, and developing a multi-channel strategy. However, to effectively manage you need omni-channel communication with your customers.
In real time all channels, regardless of how many there are, should be treated as a single, unified way of allowing businesses and customers to communicate with each other with the same high level of service and knowledge.