Multichannel customer service Archives

Multichannel vs. Omnichannel Contact Centres: What Is the Difference?

Michela | January 12, 2024

Multichannel vs. Omnichannel Contact Center

As more and more businesses are looking to edge out their competition, the concepts of “multichannel” and “omnichannel” contact centres have rapidly gained prominence. While these terms are often used interchangeably, the differences between a multichannel and an omnichannel approach are significant for any business seeking to deepen engagement with customers. In this post, we … Multichannel vs. Omnichannel Contact Centres: What Is the Difference?

Navigating Peak Seasons: How Contact Centers Can Help Businesses Handle High Call Volumes

Michela | November 24, 2023

Peak seasons are periods throughout the year when businesses sees a significant upswing in customer interactions and/or sales. It is commonly seen during the holidays, tax seasons, or during end-of season sales, depending on the type of business. In the retail industry, peak seasons refer to higher than normal demand in orders, returns, and deliveries. … Navigating Peak Seasons: How Contact Centers Can Help Businesses Handle High Call Volumes