Blog: Omnichannel Orchestration
Recent Posts
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...
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....
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...
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...
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...
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...
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...
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...
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...
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...