Channels

Contact centre channels denote the various avenues through which customers engage with an organisation. Customers anticipate a diverse array of omnichannel support channels, including chat, email, text messaging (SMS), video, and more. 

Contact centres that exclusively manage voice interactions typically accommodate multiple channels. Contact centre agents may specialise in a single channel or adopt a multi-channel approach, enabling them to handle contacts across multiple channels. 

The benefits of omnichannel contact centre channel management

Providing customers with a variety of communication channels is an essential part of providing an outstanding customer experience. However, the challenge arises when these multiple channels are managed in isolation known as channel silos. Silos form when channel operates independently and lacks awareness of customer interactions across other channels. 

The adoption of an omnichannel approach will over come channel silos. Omnichannel unifies the various communication channels, allowing customers and agents to seamlessly navigate and switch between them. This enables a more consistent and integrated customer experience.