In this era of digital innovation, consumers can reach out to organizations using any of the numerous channels at their disposal. Organizations know they need to deliver an omni-channel contact center experience to ensure interactions are consistent and seamless across these multiple channels. However, despite many years of effort, it is still a challenge for most organizations to achieve true omnichannel customer experience. To address these challenges, organizations first need to understand the differences between "omni-channel contact centers" and "multi-channel contact centers" and the implications of those differences. This viewpoint is the first of a two-part study on omnichannel contact centers, and answers some basic questions related to omnichannel adoption, such as:

• What is the definition of an omni-channel contact center? How is it different or similar to a multi-channel contact center?
• What is the value proposition of pursuing omni-channel?
• What does an omni-channel strategy look like? What are the key technology and human capital considerations?
• What are the necessary first steps towards building an effective omni-channel program?

It concludes with a checklist for organizations looking to pursue an omni-channel strategy to help them assess organizational readiness.

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Contact Center Outsourcing