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New White Paper: A Quick Guide to Omni-Channel Customer Service

9th September, 2015

mplsystems have just launched a new white paper covering the ambiguity surrounding Multi-channel and Omni-channel customer service and why customer demand is driving these changes.

As businesses start getting to grips with their multi-channel strategies for customer service, they start hearing the sudden rise of “Omni-channel”. This phrase has emerged from the retail world and is being touted as “the next big trend” and is apparently something different to “multi-channel”.

But is there really a difference? Aren’t we all in effect saying the same thing? Though the terms themselves have caused some confusion in the industry as they seem only subtlety different, their meanings are actually quite different.

This white paper will explore the difference between Multi-channel and Omni-channel customer service and highlight how the growth in customer demand is driving the demand for a more joined up and consistent customer service.

  • Differentiating Omni-channel and Multi-Channel environments
  • The growing need for an Omni-Channel contact centre approach
  • The benefits of implementing an Omni-Channel strategy
  • 3 key things to remember when deploying an Omni-channel contact centre solution
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