Posts Tagged: omni-channel

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Five Challenges of Contact Center Leaders
December 17, 2016
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RISK MITIGATION & COMPLIANCE Ability to mitigate operational risk and ensure regulatory compliance. For example ability to record voice/chat/screen capture. Today’s omnichannel, anytime, anywhere, any device communication has further increased the risk. OPTIMIZATION Ability to optimize operations with a focus on process, technology, and workforce utilization. For example, routing contacts to an agent based on […]