Approaching Multichannel
If you’re reading this article it’s probably because you’ve already realized, or at least started to suspect, that there is…
The Multichannel Contact Center Becomes “Omnichannel”
Contact centers have pursued “multichannel” for over 10 years with marginal success. While they have added email and chat, these…
Multichannel Technology Comes into Its Own
Multimedia is not new to the contact center. Most companies have had “contact centers” rather than “call centers” for years.…
Use the Right Enabling Technology to Support Multichannel Customer Contact
In a world of expanding customer contact channels and the departmental silos that go with them, is it possible to…
Pursue Strategy and Governance to Ensure Multichannel Technology Optimization
Multichannel customer contact is a fact of life. Unfortunately, so are organizational silos and divided ownership of the many media…
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