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Related Article: Ensuring Your Agents Are Fully Operational Working from Home. Members of Generation Z, people born between 1995 and 2012, are entering the workforce and bringing their own ideas about how the workplace should function. In 2022, contact centers will also upgrade agent tools as part of integration efforts.
While retailers utilize a wide range of support options such as human and virtualagents, social media, or mobile apps, existing single and multi-channel support systems necessitate access to each channel separately. In contrast, omnichannels avoid adding new digital technologies to an already siloed system.
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