ICMI EXECUTIVE BRIEF

Six Reasons Why the Modern Contact Center must go Omnichannel

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
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