eBook Feedback Multichannel Service level 
Playvox
APRIL 21, 2023
First, it’s important to understand the difference between multichannel and omnichannel customer service centers. Both serve customers in multiple channels, but a multichannel environment doesn’t connect those channels — every interaction is siloed. 93%) Personalizing the customer service they offer them. (90%)
Playvox
JULY 14, 2023
phone or digital), and are they taking breaks at the most optimal times to maintain service levels. To minimize the percentage of unproductive time periods, you need a workforce management (WFM) solution that will accurately forecast multichannel agents across all channels in your business. What is the occupancy rate?
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