What Does It Take to Move from Multichannel to Omnichannel?
In this industry report, ContactBabel surveys both contact center leaders and platform providers to uncover the past, present, and future of customer contact centers.
Cloud Myths vs. Realities
Cloud technology is one of the most misunderstood concepts of our time. Although delivering software as a service (SaaS) from the cloud has distinct advantages, the market is so filled with hype, it is difficult to decipher between what is myth and what is reality.
Seizing the Moments to Perfect Your Customers' Journey
In this report, ICMI dissects the challenges, strengths, and the opportunities that exist for any organization to perfect their customers' journey.
The ICMI Multichannel Forecasting and Scheduling Tool Kit
Accurate forecasting and staffing are a foundation of great customer service. Having the right people, in the right place, at the right time is critical. When under and overstaffing occurs, it can be difficult to know the actual root cause, and the steps that can be taken to prevent it in the future. This guide and toolkit takes you through the process.