The contact center industry has been using the term “multi-channel” for over a decade to describe the transition from communicating by phone only, to communicating by email, chat and social media. In fact, it was this shift that got the “call center” renamed to the “contact center”.
Meanwhile, retailers have been using the term “omni-channel” when talking about how the in-store customer experience relates to the experience on the phone and through web and social channels. Or more generally, connecting the physical to the digital.
At some point, those two terms were bound to bump into one another. It seems like the time has come. Last month there was a terrific thread on the LinkedIn Group, “Mobile Customer Experience” (one of our top LinkedIn Groups) that tackled this issue directly. Continue reading