This year Customer Contact Week celebrated 20 years of unforgettable conferences that bring together the world’s leaders in customer experience. The conference always provides attendees with amazing learning opportunities, networking options, and...
First, let’s be sure we know the true meaning of omnichannel and its variations (omni-channel or omni channel), shall we? A simple definition of it, no matter the spelling, is:
Omnichannel communications are essential for connecting with customers who expect to call, text, message, email, and chat interchangeably with anyone at anytime. Yet, despite the fact that more businesses than ever are offering omnichannel, many...
Sometimes, the bigger an organization gets, the harder it is for management to embrace and invest in new technology. Change often brings risk, and risk translates into reluctance, especially for stakeholders whose eyes are focused more on the bottom...
We tend to think of omnichannel as a technical capability of contact centers. What decision-makers should not overlook is that omnichannel is also about agent performance.
Mobile, omnichannel, AI, integrated CRM, analytics -- with the universe of contact center technologies rapidly expanding in every dimension, decision-makers may find it challenging to know where to focus their attention and investments.
It’s no secret that as consumers demand new ways to engage with brands and products, companies need to change their approach to delivering great customer service experiences. Right at the center of this evolution is the contact center, the focal...
Omnichannel customer engagement means you allow customers to contact you using the media channel of their choosing and from their favorite device. Why would an organization with a contact center wish to engage their customers from an omnichannel...