5 Ways the Phone Call’s Role is Changing in Customer Service
For decades, the phone call was the dominant choice for getting customer...
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Most Recent From voice-channel
10 Important Contact Center Statistics for 2015
In light of today's webinar on the top 4 contact center trends...
Does the Call Center Need Visual IVR?
The IVR experience (“press 1 for this… press 2 for that…”) has...
How to Creatively Use Multi-Channel Call-Backs
Voice, email, Twitter, Facebook, webchat… at this point, a vast majority of...
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Why Omnichannel and Multichannel Will Mean the Same Thing
For many years, the contact center industry has been using the term...
For Contact Centers, Multi-Channel is the New Normal
In a few years, the term "multi-channel" will be a relic. Why?...
3 Mega-Trends Defining the Contact Center’s Future
I just returned from Frost & Sullivan's Contact Center Executive MindXchange, where...
3 Best Practices for Building a Multi-Channel Contact Center
As consumers, we want a good experience… no, scratch that. We want...