Omni-Channel Contact Centers - my Current TMC Column

I've been writing a monthly column for some time for TMCnet, and under the banner Rethinking Communications, I address a wide range of trends that are shaping today's comms landscape. My columns usually run in their flagship pub, Internet Telephony, but given the focus, this one is running now in Customer magazine.

Omni-channel sounds big and complicated, and it actually is. This doesn't mean, however, you should ignore it, as the upside for improving the customer experience is pretty exciting. The best place to start is at the beginning, and my article breaks down the concept and explains what got us to omni-channel. I hope you find it a good starting point for this topic, and here's a direct link to the post.