Tactically speaking an omnichannel platform is crucial to making your agents more efficient. Adding digital channels can make your workforce more successful by taking sessions from a 1-o-1 agent to customer call ratio to a 3-to-1 agent to SMS, email, phone, or webchat interaction depending on agent ability and issue difficulty.
True omnichannel is more than just offering multiple channels, though. You’ll want to be sure you’re deploying a solution that is both channel-agnostic and integrates business intelligence, too.
Here are 5 ROI-positive benefits of a true omnichannel platform.