CX

Chat Is Not Replacing the Voice Channel for Customer Service

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

The Omni-Channel Agent Experience

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

Are You Ready for Digital Transformation?

August 1, 2017
Channels [Contact Center], Posts, Strategy, 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

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

Top Ten Contact Center and Servicing Goals for 2017

March 15, 2017
Goals [Contact Center], Strategy

Is It Time to Replace Your Complaint Management System?

July 1, 2014
Complaint Management Apps [Contact Center], Contact Center, Customer Relationship Management (CRM), Publications

Meeting the Social Media Challenge

September 10, 2013
Contact Center, Publications, Social Media

Companies keep avoiding social media contact center integration

January 15, 2013
Contact Center, Publications, Social Media