Articles with 'omnichannel'

Why An Omnichannel Contact Centre Is Crucial To Ecommerce Success

September 24, 2019 Last Updated: November 17, 2019
Rodney Laws

Learn why having an omnichannel contact centre can give you an edge in the modern digital age with customers choosing multiple communication channels to engage with businesses.

Customer frustrations with the omnichannel CX

4 Key Customer Frustrations with Omnichannel CX

May 29, 2017 Last Updated: December 16, 2023
Jacada

With most customers now using multiple channels to contact a business, we reveal the 4 Key Customer Frustrations with Omnichannel CX.

why multichannel agents are less productive in the call centre

Why Channel Blending reduces productivity

October 6, 2016 Last Updated: March 20, 2020
Daniel Ord

In the push to omnichannel, we expect call centre agents to handle everything but channel blending is reducing agent productivity as Daniel Ord explains.

The top 4 challenges for contact centres in the digital age

April 28, 2016 Last Updated: November 18, 2019
Brad Shaw

How to navigate the challenges for contact centres in an increasingly digital world As with every area of modern life, technology is having an enormous impact on customer service. The foundation of great customer service hasn’t changed. We still need

The top five Customer Experience trends for 2016

January 29, 2016 Last Updated: January 20, 2020
Justin

Interactive Intelligence release their customer experience trends for 2016 and explore the tech that’s going to revolutionise customer engagement.

Tips for developing an omnichannel strategy to improve CX

Three tips for developing an omnichannel strategy to improve your CX

September 30, 2015 Last Updated: December 29, 2019
Justin

With customer experience (CX) becoming the most important component to business success, developing your omnichannel strategy should be a high priority.

omnichannel