ICMI EXECUTIVE BRIEF
Six Reasons Why the Modern Contact Center must go Omnichannel
Delivering an omnichannel customer experience is a top priority for Contact Center Executives today. How to get there is a challenge.
This ICMI Executive Q and A with industry experts Sheila McGee-Smith, Contact Center Industry Analyst, Anne Palmerine, Sr. Director of Customer Engagement & Enrollment Services at UPMC Health Plan and Chris Horne, Subject Matter Expert at Genesys, discusses:
- How omnichannel is different form multichannel
- Barriers to delivering omnichannel experiences and how to overcome them
- What to look for in a customer experience platform that can enable omnichannel customer experiences