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Omni-Channel: A New Support Model for Next-Generation Customers

CSM Magazine

For customers, there is frequently no continuity between interactions – too often, the service record and information created in one channel are invisible to agents and customers using another channel. Omni-Channel Support – An Integrated Approach for Better Results.

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Customer Service in the Digital Age

CSM Magazine

Emergent technologies have forever changed traditional customer service support. In this in-depth article, Reina G. Omni-channels. Support channels enable businesses to provide customers with information, solve problems, and respond to complaints. Wiatt and Jolene A. Impact of Globalization.