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

CSM Magazine

JULY 24, 2015

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.

Omni-channel support 79
Omni-channel support Multichannel Self service Virtual Agent 79
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Customer Service in the Digital Age

CSM Magazine

JUNE 12, 2020

Omni-channels. Support channels enable businesses to provide customers with information, solve problems, and respond to complaints. The Kantar Retail Global study reports that by 2020, omnichannels will decouple separate physical and virtual platforms into a combined, seamless shopping experience 11.

Customer Service 52
Customer Service Omni-channel support Virtual Agent Chatbots 52
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