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Is your call center multichannel or cross-channel ?
Multichannel contact centers are evolving into cross-channel centers. Lori Bockland examines the differences between the two contact center concepts. Answer
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A look at performance metrics in a multi-channel call center
The evolution of a simple call center into a multi-channel contact center means you have to think about new performance metrics. Are the ones that have served you well in the call center the same ones that will determine how well the multi-channel co... Ask the Expert
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Multi-channel customer support
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