7 Articles Tagged omni-channel

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5 Ways to Become an Omnichannel Customer Experience Pro

  • Laura Bassett
  • September 7, 2017 | Estimated reading time: 4 minutes to read
  • Consider how much has changed over the last decade in terms of technology and the customer experience (CX). About 10 years ago, the first iPhone…
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The Contact Center Industry is Exciting…Again!

  • Gary E. Barnett
  • June 28, 2017 | Estimated reading time: 3 minutes to read
  • “How can we get our customers connected to the right information faster?” “We can’t forget the importance of convenience.” “Simplification. We need everything to just…
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The Power of Change

  • Laurent Philonenko
  • May 31, 2017 | Estimated reading time: 5 minutes to read
  • Change is bound to happen whether you enable it or not, whether you are ready for it or not. It will just happen. The question…
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Winning the CX with Apps, Integrated Data Views, Custom Agent Desktops

  • Laura Bassett
  • April 3, 2017 | Estimated reading time: 5 minutes to read
  • An estimated $6 trillion in global revenue is up for grabs due to dissatisfied customers constantly switching providers, seeking a better customer experience—CX. From finance…
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Call it what you will: Multi-channel, Omnichannel—It isn’t about the Contact Center!

  • Karen Hardy
  • March 24, 2017 | Estimated reading time: 4 minutes to read
  • At this point, we know that most companies are competing exclusively on the customer experience (83%, according to Dimension Data). McKinsey Insights shows that effective…
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Why Multi-Touch Matters more than Multi-Channel

  • Laura Bassett
  • January 3, 2017 | Estimated reading time: 6 minutes to read
  • When it comes to customer service, it seems that change is the only constant. I know you’ve heard it all before; how single channel service…
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Finally… A Contact Center for the Digital Era

  • Gary E. Barnett
  • October 11, 2016 | Estimated reading time: 4 minutes to read
  • Imagine interacting with a company—any company—via your preferred method whenever you want, whether making a phone call, using online chat, sending an SMS, or messaging…