Understanding the True Value of Omni-Channel Customer Engagement

Understanding the True Value of Omni-Channel Customer Engagement

Does your organization currently have a multi-channel customer engagement strategy? How about an omni-channel strategy?  Whether you do or don’t, it is important that you understand the difference between the two. Before you can adopt best practices, you have to understand what you're working with, as well as what you're working toward. Multi-channel and omni-channel customer engagement help...

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Baseball and Contact Center Technology

Baseball and Contact Center Technology

March 29, 2018 / By Marketing / Under

It's that time of year when baseball appears on our television again...Batter Up, Baseball season has begun!  But why are we talking about baseball? Well, the management of a sports team, any type of athletes on a team really, is not that different from the management of contact center agents. Remember the Oakland A’s—the major league baseball team that inspired the book and movie Moneyball?...

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Great Customer Experience - No Magic Wand Necessary

Great Customer Experience - No Magic Wand Necessary

January 11, 2018 / By Donna Penwell / Under

As Contact Center managers spin around feverishly trying to keep up with the latest self-service trends, customers are continuing to do what they have always done…pressing zero a bunch of times trying to reach an live person!  Although technology is our friend when it comes to our smart phones and talking cars, customers still have a tendency to want to talk to an agent, even for the simplest...

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