In the past year the contact center industry has embraced a new term, omnichannel, with some crowning this term as the successor to the now familiar term multichannel. What has changed to provoke this new term? Well, first, consumer habits have shifted. What began with handling e-mail and web chat, has now expanded to SMS, socia media, mobile, and video. As consumer communications habits change, so does the way they expect to engage with businesses to resolve their problems. But why create a new term when some argue the term multichannel suits the industry's needs just fine? More importantly how will we recognize the holy grail of providing omnichannel experiences when we see it? Simply put, omnichannel is multichannel done right. It involves viewing the multichannel experience through the eyes of your customer, so that it is seamless, integrated, and consistent. It means anticipating that customers may start in one channel and move to another as they progress to a resolution. It means deploying technologies to make the transition between channels as convenient and enjoyable as possible.
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