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    2. Posts tagged: Multichannel

    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…

    May 3, 2015
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    • Approaching Multichannel
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    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…

    January 11, 2015
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    • The Multichannel Contact Center Becomes “Omnichannel”
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    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.…

    March 19, 2012
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    • Multichannel Technology Comes into Its Own
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    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…

    March 18, 2012
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    • Use the Right Enabling Technology to Support Multichannel Customer Contact
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    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…

    March 18, 2012
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    • Pursue Strategy and Governance to Ensure Multichannel Technology Optimization
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