My latest post for Exony is on the topic of multichannel contact centers. The premise is that multichannel affords more options for supporting customers, but has a lot of associated challenges to make it actually work. Some issues are obvious, but others are more subtle, and when you get a bit granular, a lot of interesting decision points come up around how best to manage things.
If that's of interest, I hope you'll read my analysis, which is running now on my column page on Exony's site. As always, comments are welcome.
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