Archive Tag: multi-channel workforce

Archive Tag: multi-channel workforce

29 Sep

Reduce Call Center Costs: Automation Outranks Alternatives

Kyle Antcliff

Balancing the need to reduce call center costs and keep customers happy is tough. However, Workforce Management (WFM) and contact […]

6 Jun

Why All the Fuss Over Advanced Intraday Automation?

Kyle Antcliff

A growing list of enterprise contact centers like Citi, British Gas and Aetna are reaping the strategic benefits of advanced […]

26 Jan

How to Make 2017 Your Best Year Yet with Intraday Automation

Adrienne Sallerson

With 2017 in full swing, it’s the perfect time to take control of your frontline and make the necessary changes […]

13 Oct

5 Ways to Create a Seamless Omnichannel Experience with Intraday Automation

Kyle Antcliff

The evolution of technology has transformed the way consumers interact with brands. According to the Retailing 2020 report, the demand […]

15 Oct

Improve the Omnichannel Experience, Reduce Customer Effort

Annette Franz

Customer effort is (or should be) a huge area of concern for customer experience professionals; it’s major point of contention […]

25 Feb

To Multi-Skill or Not to Multi-Skill: That is the Question…

Vicki Herrell

But what is the answer? Unfortunately, it’s not crystal clear what is best. It seems like the trend towards universal […]