Harold

Omni-Channel vs. Multi-Channel Contact Center: Give Your Customers What They Want

June 26, 2017
Channels [Contact Center], Omni-Channel Contact Center, Posts

IVR Optimization Improves Service and Reduces Costs

June 4, 2017
DMG in the News, Interactive Voice Response (IVR), Self-Service / IVR / IVA

IVR Optimization Improves Service and Reduces Costs

May 2, 2017
Contact Center, Interactive Voice Response (IVR), Self-Service / IVR / IVA

Reality Check: Will Customer Journey Analytics Be the Next CRM?

April 10, 2017
Customer Journey Analytics (CIA), Strategy

Real-Time Adaptive Scheduling—WFM’s Next Evolutionary Step

April 5, 2017
Publications, Technology & Applications, Workforce Management

Cloud Solutions Are Rising in the Contact Center

April 4, 2017
Cloud Technology, Publications

Top Ten Contact Center and Servicing Goals for 2017

March 15, 2017
Goals [Contact Center], Strategy

Turn Speech Analytics into an Enterprise Change Agent

February 24, 2017
Interaction Analytics (Speech & Text), Publications