omnichannel

why multichannel agents are less productive in the call centre
CX Executive Tips

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.

CX Executive Tips

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