An increased focus on the digital customer experience translates to adoption of an omnichannel approach to contact center service delivery. As organizations continue to develop their omnichannel capabilities, they must consider the impact to current business and management practices.
Also key is integration between an organization's contact center solution and other critical technologies. A tightly integrated solution provides a unified view of the full customer experience, offering more meaningful insights and gives agents a “single pane of glass” rather than requiring them to have potentially dozens of windows open.
The resources below will help you become familiar with omnichannel implications, tools and technologies.