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December 2013
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Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers. |
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Buzzword Battle: Omnichannel Versus Multichannel When the contact center industry takes notice, we all win. |
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February 10, 2012
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The Case for Multichannel Customer Management Why enterprises that fail to adapt will be left behind. |
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May 2005
Coreen Bailor |
Making a Clear Connection Integrating your multichannel operations can seem like a near-impossible feat, but it doesn't have to be. Follow these strategies to ease your integration process and maximize your multichannel potential. |
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November 15, 2004
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How to...Train and Manage Multichannel Agents Not all agents are ideal for a demanding multichannel role, but these five steps will help contact center managers find the right agents, and give them the tools they need to make each phone call, email, and chat session a top-notch experience. |
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February 2008
Barton Goldenberg |
Multiplicity Means More Customers want it. Technology allows it. The Digital Client demands it. So why have so few companies mastered multichannel CRM? |
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July 2014
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