Omnichannel

The contact center is an essential part of any business that requires one: Both human agents and electronic IVR systems…

“If at first you don’t succeed, try, try again.” This lovely phrase we all learned as children could come in…

“Enterprises will not achieve an omnichannel customer experience with tools alone. Strategy comes first, followed by the process, integration and…

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