Customer Journey

Chat Is Not Replacing the Voice Channel for Customer Service

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

These 8 Technologies Are Transforming the Contact Center

August 18, 2017
Automatic 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 Want

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

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

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

Outstanding Customer Experience Is Still Your Top Service Goal

December 11, 2016
Contact Center, Publications, Strategy

The Customer Journey Matters, Every Step of the Way

January 14, 2015
Contact Center, Customer Journey Analytics (CIA), Publications

Voice Is Changing, Not Disappearing

July 28, 2014
Contact Center, Customer Journey Analytics (CIA), Interaction Analytics (Speech & Text), Publications, Self-Service / IVR / IVA, Visual IVR