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Why Every BPO Needs an Omnichannel Contact Center for Success? The services range from customer service, legal support, dataentry, marketing, and more. Another research by Twilio revealed that 91 percent of customers expect omnichannel communication from organizations. Omnichannel is no longer a ‘nice-to-have.’
It’s reassuring then, that the same McKinsey survey reports that the key areas for investment include technology that improves omnichannel and digital capabilities. An omnichannel approach is essential for today’s discerning consumers who want to use their preferred channel, receive instantaneous responses, and be met online.
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