The Impact of Omnichannel Architecture on Customer Service Characteristics in Modern Contact Centers

Modern contact centers actively use an omnichannel approach to provide customers with the opportunity to get the information they need anytime, anywhere. Every year, more and more people contact companies or government organizations through requests via email, chat or instant messenger. Very often the request contains a file with which the client describes his problem. Obviously, this aspect should be reflected in the mathematical models and methods that are used to plan contact centers. A similar model is discussed in the article. Its main characteristics are provided. The system of state equations needed to calculate different parameters of the model is presented. Using the constructed model, the number of agents required to service two-flow client requests is calculated.