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EXECUTIVE MEMBER
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Editorial Contributions

As more communication options open up to customers, contact centers are hard pressed to keep up in providing as many contact choices as possible. We wanted to know what channels contact centers currently provide to their customers, and how they are used.
March 24, 2010
 19853 
Are you finding that a multi-channel approach in the contact center industry is better meeting your customer's various needs? As technology progresses, will the phone be but one of many mediums used? We asked industry professionals for their opinions.
March 8, 2010
 13301 
We wanted to know if operating a multi-channel contact center affects First Contact Resolution or other metrics, and if so, then what metrics and measurements are used for each channel – and where better to get that information but from industry professionals.
February 10, 2010
 14994 
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