Omni-Channel Contact Center

Workforce Management Grows in Importance

April 1, 2021May 13, 2021
Best Practices, Best Practices, Cloud Technology, COVID-19 / Pandemic, Digital Transformation, Management & Operations, Omni-Channel Contact Center, Posts, Self-Service / IVR / IVA, Technology & Applications, Work-From-Home, Workforce Management

Contact Centers’ Digital Transformation Has Only Begun

March 30, 2021May 2, 2021
Cloud Technology, Cloud-Based Systems and Applications, Customer Experience (CX), Intelligent Virtual Agents, Omni-Channel Contact Center, Posts, Publications, Self-Service / IVR / IVA, Work-From-Home

CX Lessons Learned from the Pandemic

November 19, 2020May 13, 2021
Best Practices, Cloud Technology, Cloud-Based Systems and Applications, COVID-19 / Pandemic, Customer Experience (CX), Digital, Digital Transformation, Management & Operations, Omni-Channel Contact Center, Posts, Publications, Strategy, Technology & Applications

A Channel is a Channel

November 7, 2019
Channels [Contact Center], Newsletters, Omni-Channel Contact Center, Servicing Applications, Technology & Applications

Contact Center Quality Assurance is Essential in All Channels

May 25, 2018
Digital Transformation, DMG in the News, Omni-Channel Contact Center, Posts, Quality Management / Analytics Enabled QM (AQM)

Chat Is Not Replacing the Voice Channel for Customer Service

November 8, 2017
Channels [Contact Center], Omni-Channel Contact Center, Posts

Contact Center KPIs: Less is More

The Omni-Channel Agent Experience

August 2, 2017
Channels [Contact Center], Omni-Channel Contact Center, Posts, Servicing Applications, Technology & Applications

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

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

Buzzword Battle: Omnichannel Versus Multichannel

August 1, 2014
Contact Center, Omni-Channel Contact Center, Publications, Strategy