For some time now, companies have been gladly abandoning their traditional brick and mortar setup and building upon their existing offerings to include more than just the telephone. Today’s businesses exist across multiple unique channels, enabling their customers to enjoy multiple superior service experiences. Now, the many unique faces of a business – brick and mortar, telephone, Internet and mobile – can co-exist. The importance of all of these platforms seamlessly and effectively working together cannot be understated.  

There are many routes that your contact center can take to reach the end goal of delivering exemplary customer service. The important thing is to make sure that your path involves not only a strategy of presenting consistent faces across all channels of business—an omni-channel approach—but to fine tune this and develop specific points of contact and interactions that align with client needs.