Why Omnichannel and Multichannel Will Mean the Same Thing
For many years, the contact center industry has been using the term "multi-channel" to describe the...
Tag: multi-channel
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Live Discussion: Top 3 Questions About Multi-Channel Customer Service
As a professional in the customer service, customer experience or call center space you can no...
The Contact Center’s Future – Forrester vs. Gartner
When it comes to the contact center and customer service space, two analyst firms dominate the...
Need to Lower Abandonment Rate in your Call Center?
When it comes to customer service, consumer expectations have never been higher. At the call center,...
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Top 5 Customer Service Infographics for 2014
Want some compelling reasons to invest more in your customer service efforts? How about some great...
For Contact Centers, Multi-Channel is the New Normal
In a few years, the term "multi-channel" will be a relic. Why? Because there will be...
3 Mega-Trends Defining the Contact Center’s Future
I just returned from Frost & Sullivan's Contact Center Executive MindXchange, where I had the pleasure...
3 Strategies for Chat Agents
As companies embrace multi-channel service options, it's clear that chat is here to stay. Chat allows...