The Contact Center Evolution: Omnichannel vs. Channelless

Contact centers evolve in cycles. As technology improves, customer expectations change. Forced to adapt, CX leaders rush to implement and integrate the latest tools and update their business strategies accordingly. This leads us to turn inward, focusing more on our own internal systems and processes and, unfortunately, less on the needs of our customers.
That’s exactly where we are with omnichannel CX, the final phase of the contact center evolution cycle. Most of us have spent a good chunk of the past few years in meetings working out channel integrations, diagramming customer journeys, mapping out touchpoints and working out linear paths to funnel customers from web to chat to phone, or any other sequence therein.
Now those plans are the rules. And we’re just starting to realize that our customers don’t have the rulebooks.
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Learn more about CxEngage - The Human-centric Contact Center - www.lifesize.com/cxengage​​