Omni-Channel is all about great customer experience, but support teams are being asked to engage with their customers via Twitter, email, live chat and more.
As the world refocuses on the customer and companies rush into new Omni-channel contact centre technologies - especially automation and self-service - often what is missing is the human touch.
In this increasingly customer-centric world companies turning to omnichannel engagement are reaping huge benefits in both return on investment (ROI) and total economic impact (TEI).
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