Chat Is Not Replacing the Voice Channel for Customer ServiceNovember 8, 2017Channels [Contact Center], Omni-Channel Contact Center, Posts
These 8 Technologies Are Transforming the Contact CenterAugust 18, 2017Automatic Call Distributors (ACDs), Cloud Technology, Customer Journey Analytics (CIA), Dialing, DMG in the News, Intelligent Virtual Agents, Interaction Analytics (Speech & Text), Knowledge Management, Mobility, Posts, Systems & Applications, Technology & Applications, Voice Biometrics
Omni-Channel vs. Multi-Channel Contact Center: Give Your Customers What They WantJune 26, 2017Channels [Contact Center], Omni-Channel Contact Center, Posts
Reality Check: Will Customer Journey Analytics Be the Next CRM?April 10, 2017Customer Journey Analytics (CIA), Strategy
Outstanding Customer Experience Is Still Your Top Service GoalDecember 11, 2016Contact Center, Publications, Strategy
The Customer Journey Matters, Every Step of the Way January 14, 2015Contact Center, Customer Journey Analytics (CIA), Publications
Voice Is Changing, Not Disappearing July 28, 2014Contact Center, Customer Journey Analytics (CIA), Interaction Analytics (Speech & Text), Publications, Self-Service / IVR / IVA, Visual IVR