What is an Omnichannel Call Center?
An Omnichannel Call Center is a customer experience strategy for delivering a seamless experience across multiple channels. “Omni,” translates to “all” and omnichannel means all channel, but this doesn’t necessarily mean that the call center would operating all known and possible mediums of communication. Instead, omnichannel call center integrates all channels of communication in such a way to provide a seamless experience to the customers.
The rise of the omnichannel call center is due to the tech-savvy customers, who demand the ability to contact a call center through their preferred channel. It has become crucial that call centers allow the customers to connect through their method of choice.