The adoption rate has increased by 20% towards a digital channel.
Hemanth says that when we look at omnichannel, the focus is that everything a contact center channel can do, should be eventually self-served as well.

Omnichannel will not be an option anymore, will be an arm where everybody will start somewhere and then end somewhere.
The part of omnichannel is important but at the same time, the focus on optichannel should continue because understanding your customer, and understanding the customer’s likeness to a channel is important.

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FIRST CONTACT: Stories of the Call Center is the place where untold stories from unsung heroes of the contact center world become heard. Leaders of the industry gather for a conversation with our host Christian Montes to talk about success and failure, about business and people, tips and debates that can help you in day-to-day life.

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NobelBiz Inc. is an industry-leading provider of contact center software solutions from their patented carrier of carriers network to their new, innovative, and fully remote omnichannel contact center solution. Their network guarantees crystal-clear voice quality and 100% uptime.

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Our novel NobelBiz OMNI+ omnichannel contact center solution makes sure agents can seamlessly switch between Twitter and voice, or any channel, with a simple click. Their support and engineers are always ready to guarantee full compliance and attestation solutions.

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