Contact centers are now increasingly becoming more complex and complicated. With various avenues and roadways to communicate, we must adapt and conform to meet customer expectations.  Multichannel is so two years ago; now it’s omnichannel, which is essentially multichannel, but with one point of aggregation and a system framework.

Gone are the days when a customer calls a company or writes to complain.  They still write, but no longer to the CEO or some other board member of the organization.  They write to social media. Customers still have complaints, like they always have. But their methods and how companies communicate back have changed significantly. …

Yes, just over a decade or so ago, providing world-class customer service meant running a world-class call center.  Then the evolution began.  Voice was no longer the only accessible channel for your customer.  It became email, then chat and then messaging.  As these new channels of communication came about, CALL CENTERS became CONTACT CENTERS.