Multichannel

If you’re reading this article it’s probably because you’ve already realized, or at least started to suspect, that there is…

Contact centers have pursued “multichannel” for over 10 years with marginal success. While they have added email and chat, these…

Multimedia is not new to the contact center. Most companies have had “contact centers” rather than “call centers” for years.…

In a world of expanding customer contact channels and the departmental silos that go with them, is it possible to…

Multichannel customer contact is a fact of life. Unfortunately, so are organizational silos and divided ownership of the many media…