Omnichannel vs. multi-channel contact centers—pick a lane

Contact centers are more important than ever especially since the start of the COVID-19 pandemic. Businesses must assess whether their solution is enhancing their customers’ experience—or hindering it.

Most businesses take the traditional multi-channel approach with their contact center solution. But more businesses are turning to omnichannel for a more streamlined journey. The question is why? Quite simply, the omnichannel road removes frustrations and enhances customer satisfaction.