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Multichannel Contact Center


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The One Thing Companies Must Do Right: Omnichannel or Die

I recently had one of those customer service experiences that I knew I would write about in the end. It was disjointed, policy-driven and clear proof as to why companies like Amazon,... Read More

Will Channels Become a Thing of the Past?

While meeting with Brad Cleveland at ICMI Contact Center Expo in Orlando this May, we explored a bit of what’s to come in contact centers. For some, what we discussed in the... Read More

5 Tips for Adding a New Service Channel

I have to admit; it’s awfully cool to work at FCR, a company where we observe the support channel mix for dozens of different companies. As an outsourcer, about 60% of our... Read More

7 Reasons to Add New Service Channels in 2018

It's budget time. Are you planning to add new service channels to the mix in 2018? Life in the contact center is only growing more complex, and customer expectations are on the... Read More

The Omnichannel Approach

Contact centers in today’s global economy are rapidly evolving. Multi-channel contact centers are being transformed into omni-channel ones. Now, customers can choose and make requests among several contact channels without any inherent... Read More

Expert Insight on Implementing New Service Channels

New channel implementation continues to be a hot topic in the contact center industry. As we head towards the new year, many centers are considering adding new channels to the mix in... Read More

Why You Need to Rediscover SMS for Customer Support

The concept of customer service revolves around the idea of providing timely solutions for customers in a way that’s convenient to them. In that case, you shouldn’t miss SMS - this current... Read More

Three Multichannel Contact Center Metrics that Matter

Average handle time. Service level. First Contact Resolution. Everyone is interested in contact center metrics. Well, perhaps not everyone—but metrics are essential to understand how a contact center is functioning and where... Read More

Why Contact Centers Need Desktop Analytics

As customer interactions diversify into omni-channel communications including email, chat, video and social media, communications recording and analytics must do the same. In particular, desktop analytics in contact centers are indispensable for... Read More

#ICMIchat Recap: How to Successfully Implement a New Service Channel

Long gone are the days when customers only sought service through phone and email. For worse or for better, customers are now turning to social, chat, and mobile for help with their... Read More



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