Omnichannel in the Contact Center — how a multi-channel approach improves customer service

Omnichannel in the Contact Center — how a multi-channel approach improves customer service

As can be seen from the publication Financial Gazette, omnichannel is an approach that is increasingly being used in modern contact centers — also in solutions developed by yarrl.

In Krzysztof Czajka's article, the topic of differences between the omnichannel strategy and the traditional multichannel approach was raised. The key difference lies in the integration of channels and consistent communication with the customer — regardless of whether the contact is via phone, email, chat, social media or voicebot.

Instead of multiple separate contact paths, omnichannel enables seamless, contextual dialogue with the customer and better management of the quality of service. This approach reduces response time, supports the work of consultants and increases the effectiveness of the entire process.

Automation is also playing an increasing role. An example is the yarrl solution, which is able to handle about 25% of all emails on its own — that's about 100,000 queries per month in five countries.