3 news items you may have missed in June

With June coming to its end, it may be worthwhile to do a quick summary of the news items we shared during this month.

1. How do you turn a customer dialogue into a meaningful conversation?

Your contact centre probably handles thousands of customer interactions, or dialogues, every day. But each dialogue is probably only a small part of the conversation you have with that customer over multiple channels, and over a period of time. Click here to read the full article.

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What does omni-channel mean to you?

What do you understand by the term ‘omni-channel service’?  

  • A situation where customers receive the same level of service regardless of how they make contact?
  • Simply an integrated form of multi-channel communications?
  • Is it a term that relates to a single customer conversation over voice, web, email or SMS?  
  • Or to a whole customer journey that takes place over time, spanning several channels and involving a whole series of conversations?

Omni-channel can mean different things to different people.

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