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Blog: Omnichannel Orchestration

Recent Posts

3 Ways Healthcare Outsourcing and Smart Messaging Clear Jammed Phone Lines

Hospitals and health systems are at the front line in battling the COVID-19 pandemic. Rapid responses to surging patient call volumes are critical. We’ve identified three urgent issues where...

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Contact Center vs. Call Center: 6 Key Differences and Why it Matters

Does your business need a call center or a contact center? Although these terms are often used interchangeably, there are key differences between these common business communication models....

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Forget About Channels to Enable Fast, Effective Digital Transformation

Multichannel, omnichannel, single channel – companies have struggled to align customer expectations with CX delivery across the business in the channels customers prefer. It’s a challenge that has...

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CX Experts Share Tips and Tricks for Getting Messaging Right

The future of customer service rests on an organization’s ability to recognize and meet customers where they are. Incite Group’s 9th Annual Customer Service Summit in Brooklyn focused...

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It’s Time to Make Credit Collection More Human

Credit collection can be a thankless job. And it’s no wonder – it’s tough to ask someone to call people and remind them about the debt they owe. In my 15 years of experience in...

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What Business Leaders Need to Know About the Evolution of Messaging and Chat

Consumers today live on their mobile devices. They are spending more time on messaging apps like Facebook Messenger, Snapchat, WhatsApp, and others. Naturally, companies want to be part of these...

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Benefits of Robotic Process Automation: RPA Best Practices for successful digital transformation

Employers can’t afford to be complacent when it comes to retaining great employees. However, certain jobs, especially routine-based jobs with few growth opportunities, have notoriously high...

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Reform Your IVR for a Better CX Future

This blog was excerpted from the upcoming Summer/Fall 2019 issue of the Customer Strategist journal. Subscribe today to get the whole story, delivered in September. Many customer...

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Channel Orchestration: Cutting Out Waste while Increasing Customer Satisfaction

Speed makes the world go around. Next-day shipping and automated shopping suggestions have hastened the shopping process, but when it comes to customer support, reaching out to traditional contact...

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5 Ways to Create the Right Retail Experience

Retail is changing and leaders need to adapt. In the wake of e-commerce rapidly becoming the preferred way to shop, representing 13.7 percent of total retail sales globally, retailers know they...

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