Three Reasons Omni-channel Outperforms Multi-channel

Written by George Simons on May 27, 2014

The other day, I read an article that claimed “omni-channel” is just a buzzword word that means the same thing as “multi-channel.” I couldn’t disagree more. Omni-channel contact centers represent a major step in the evolution of customer service. Look at the history of customer contact. The very first call centers were just that: call