[Editor's note: Below is a guest blog from Donna Fluss, President of DMG Consulting LLC. To dive into the topic further, check out Donna's full whitepaper entitled, "Omni-Channel Contact Centers Are Required in the Digital Era."]By Donna Fluss, President of DMG Consulting LLC. Consumers (and B2B partners, for that matter), want it to be easy to conduct business. They don’t want to spend time figuring out who to interact with, whether via chat or a phone call. They simply want to purchase a product or get their question answered as quickly as possible.