Call centers of yesterday have evolved into multichannel contact centers and a few have transformed into omnichannel engagement centers. Understanding the difference between “multichannel” and “omnichannel” is key to designing and delivering omnichannel customer experiences today’s tech-savvy customers expect. Read this eBook. It deep dives into the top 10 myths of omnichannel customer engagement including: A multichannel contact center is same as an omnichannel contact center Omnichannel customer engagement is the responsibility of the CRM Implementing omnichannel customer engagement is complex and expensive
eBook Busting the Top 10 Myths of Omnichannel Customer Engagement
