2016 Contact Center Knowledge Base Multi-Channel 
Eptica
FEBRUARY 2, 2016
Date: Wednesday, February 3, 2016 Making the change from call center to contact center. Published on: February 03, 2016. Author: Laurence Chami 20 years ago customer service existed in a world dominated by voice , hence the widespread reliance on call centers to manage customer service interactions.
Kustomer
JUNE 27, 2022
Spanning multiple channels, across both brick-and-click locations, customers want immediate answers to product questions, swift resolution to their problems, and personalized brand interactions. In this particular digital age, the ability to offer the same level of service, across any channel, is paramount to long-term brand success.
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Eptica
DECEMBER 21, 2016
Date: Wednesday, December 21, 2016 Reducing customer service stress at Christmas. Published on: December 21, 2016. It is stressful for consumers buying last minute presents or chasing up a missing delivery, but it is also stressful for the staff in stores and contact centers with the many customer enquiries that follow the season.
Eptica
JUNE 15, 2016
Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. Published on: June 15, 2016. At the same time organizations are facing a dramatic increase in the number of customer contacts they receive, across an expanding range of channels.
Eptica
MAY 11, 2016
Date: Wednesday, May 11, 2016 Moving off the customer service treadmill. Published on: May 11, 2016. Let your customers use their channel of choice There is a growing number of channels available for customer service, from the telephone and email to the web, social media and chat.
Pointillist
NOVEMBER 11, 2019
It is the only performance metric that “has an effect on almost every other meaningful statistic and measurement in the call center.” ” Today’s call centers must balance many priorities while maintaining an intense focus on customers. As McKinsey & Company explains : The contact center.
Eptica
AUGUST 3, 2016
Date: Wednesday, August 3, 2016 Coping with the switch from phone to digital customer service. Published on: August 03, 2016. New research by contact center analysts, Contact Babel , in the US and the UK highlights how consumer usage of channels is changing and the pressure it is putting on organizations.
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