The pros and cons of omni-channel, a moment of truth
In recent years the number of channels and technologies available to contact centres allowing organisations to provide sublime customer service has been continuously increasing. New technologies and channels keep being added to the picture and gain importance. Customers are often being given a myriad of options when it comes to how they want to get support. But does that mean that contact centres are performing better now than ever before and customer service levels are steadily on the rise? If not: what does that mean and what are the driving factors behind the stagnated CC performance levels?