Contact centers are expanding their digital operations by investing in tools that would allow them to provide the seamless omnichannel experience that customers now expect.
Omnichannel platforms facilitate an upgrade in the quality of customer experience CX centers can provide because the new platforms allow contact centers to track a customer’s journey across different mediums.
CX agents can use the system to understand a customer’s queries, which helps ensure that customers don’t have to repeat their issue if the call is escalated to another agent.
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