omnichannel

contact center metrics

4 Ways to Get Omnichannel Right in Your Contact Center

Last week we spoke about some of the higher-level considerations involved in going omnichannel the right way. This week we’re taking a more low-level stance – we’re going to talk through three incredibly important operational things to get dialed before you broaden your channel horizons. Let’s dispense with the pleasantries, shall we? 1: Analyse your …

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omnichannel contact center

The Case For Crafting a Personal Definition of Omnichannel

In today’s competitive business landscape, having omnichannel customer support is crucial to success. There’s this idea that to ‘do omnichannel’ (hands up all of you who honestly hate that word) you have to be super literal about the definition of ‘omni’. To many this equates to voice, email, SMS, chat, Facebook and Twitter – and increasingly …

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