Customer Contact

CX Today reports on the latest customer experience technology news from around the globe.Read similar CRM news here…

One of the buzzwords for 2020 was omni-channel, and rightfully so. The word bounced off the walls of chatrooms and business forums on a global scale, and why? Because it was hailed a saviour to organisations battling to stay afloat during the COVID-19 pandemic.  

Agents account for approximately 75% of contact centre costs. Effective workforce management solutions have such an impact on efficiency, productivity and expense of the operation. Omni-channel ensued customers were filtered to the right agent and essentially maintained a calm and level workforce that allowed businesses to continue with minimal disruption. In short, omni-channel didn’t only benefit the agent during lockdown after lockdown, but the customer too.  

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