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Blog: Multichannel

Recent Posts

Three Factors for Crafting an Exceptional Omnichannel Experience

For years, marketers have romanticized the notion of an omnichannel experience. Yet, while many talk about breaking down the departmental silos that stall progress, few have successfully...

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Five Contact Center Imperatives in a Global, Omnichannel Environment

In this age of globalization where companies are expanding to new markets across the world, business leaders must also consider the convergence toward a global contact center model.Businesses that...

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Synthesizing Knowledge and Technology to Deliver on Customers’ Omnichannel Support Expectations

Many companies struggle to support today’s omnichannel customer. Managing customer interactions across multiple channels continues to be increasingly complex for contact center services and...

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The Two Hottest Buzzwords at Call Center Week: Omnichannel and Analytics

Attendees at IQPC’s Call Center Week conference explored a wide range of topics, from cloud contact center platforms to workforce management. But, there were two themes that clearly echoed...

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Turning Call Data into Caller Data

As we approach Call Center Week, we’re reminded of the dramatic changes in customers’ multichannel usage and behaviors in recent years that are posing interesting challenges – and...

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Three Steps to Enable a Frictionless Customer Experience

When today’s customers decide to do business with a company, they want their transactions or inquiries to be handled without any catches. They want seamless interactions, or frictionless...

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Restoring Trust in Retail Banking

Retail banking is undergoing a massive disruption. While banks have traditionally been the providers of retail services, they’re now facing real competitive threats as new mobile technologies...

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The Top 10 Digital Demand Best Practices for Lead Generation

Digital marketing and online lead generation is growing rapidly and is therefore rapidly becoming a recognized discipline within the digital marketing arena.Studies show the proportion of companies...

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The Top 5 CX Challenges and How to Fix Them

Improving the customer experience is a key objective for many organizations. But, the demands of customers in this ever-evolving multichannel world in which they live, work, shop, learn, and...

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Addressing Customer Growth with Service Innovation

When growing a new business, it’s essential for the given company to provide efficient service that builds loyalty and satisfaction from the start. For one leading Internet service provider,...

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