Omnichannel must evolve with the changing nature of the customer service industry
The massive growth in online shopping has led to a sustained change in the way customers interact with businesses, as they adopt a growing number of communication channels and expect queries to be answered faster than ever before. This in turn has raised the stakes as far as omnichannel capabilities are concerned, and businesses need to adapt quickly, says Russell Lux, CEO at TelcoSwitch.
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