Social Media

Why Care About Customer Journey Analytics?

June 5, 2020May 2, 2021
Analytics, Customer Experience (CX), Customer Journey Analytics (CIA), Posts, Publications, Strategy

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)

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

Meeting the Social Media Challenge

September 10, 2013
Contact Center, Publications, Social Media

Transforming Your Contact Center Into an Essential Corporate Contributor

April 10, 2013
Back Office, Contact Center, Operations [Back Office], Publications, Social Media, Strategy

Companies keep avoiding social media contact center integration

January 15, 2013
Contact Center, Publications, Social Media

Misconceptions About Social Media

August 28, 2012
Contact Center, Publications, Social Media

Social Media Belongs in the Contact Center

July 2, 2012
Contact Center, Publications, Social Media, Strategy