Posts Tagged: omnichannel

Articles Featured
Build or Buy Contact Center Analytics?
January 2, 2017
0
, , , , , , ,
As software capabilities evolve from data collection through data analysis to the latest developments in Artificial Intelligence (AI), it’s generating exciting possibilities for the Contact Center reporting tools as well.
Articles Featured
Five Challenges of Contact Center Leaders
December 17, 2016
1
, , , , , , ,
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 […]
Articles Featured
Voice Remains the Preferred Channel of Contact
March 12, 2015
0
, , , ,
Don’t yank your voice cables if you operate a contact center because old habits definitely die hard! Even though use of mobile app and web are increasing, New Yorkers call 311in order of magnitude more than any other available channel, according to data released on NYC311 12th birthday. While majority of media was interested in […]