eBook Metrics 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. What Is Omnichannel Customer Experience?
Playvox
JULY 14, 2023
It’s key to understand the complexities of these metrics to know if they are leading to improved satisfaction or if customers are left feeling rushed and problems are left unresolved. Look at schedule adherence and schedule compliance metrics. This is likely the area where you can make the most significant impact.
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