GLOSSARY: Omni-channel

In its simplest, most theoretical sense, “omni-channel”  refers to engagement provided in all conceivable and/or relevant channels.  In contact center practice, it often refers to the notion of a creating a singular, universal experience across all channels offered by the business (not necessarily all channels that exist).  The customer should receive the same commitment to service and same expectation of resolution no matter where he initiates the interaction, and there should be no issue in switching between channels within the same interaction or at later points in the journey.  Omni-channel also creates an organizational requirement; agents in one channel must have complete visibility into the activity of agents and customers in all other channels.