2020 Is the Year of Digital Omnichannel. Here’s What You Need to Know
Comm100
JANUARY 14, 2020
Agents can view every interaction that a customer has had with the company, no matter the channel of origin, from a single console. With digital omnichannel, agents have both the tools and the context they need to satisfy customers and improve KPIs such as first contact resolution rate (FCR) and average handle time (AHT).
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