Omnichannel Execution in BPO: Structuring Customer Contact for Continuity
Introduction Omnichannel customer experience (CX) defines a communication strategy integrating multiple contact points into a unified interaction system. This includes voice calls, email, live chat, social media, and messaging applications. Omnichannel differs from multichannel by eliminating communication silos and enabling consistent data flow across all platforms. Business Process Outsourcing (BPO) providers operate as external entities […]
