At the 2015 ICMI Contact Center Expo in Orlando, Fla., users were interested in making their centers more efficient while serving customers in whatever channel they choose. Companies were interested in how to communicate with customers across channels, what cloud could do for their centers, investing in analytics and augmenting agent training processes and software.... The post Omnichannel, cloud big trends at ICMI Expo appeared first on CRM in Focus.
At the 2015 ICMI Contact Center Expo in Orlando, Fla., users were interested in making their centers more efficient while serving customers in whatever channel they choose. Companies were interested in how to communicate with customers across channels, what cloud could do for their centers, investing in analytics and augmenting agent training processes and software. CRM In Focus spoke with Bob Furniss, customer care practice director at consulting firm Bluewolf, to talk about whether contact centers are warming up to these types of technologies and some of his impressions from the show. The post Omnichannel, cloud big trends at ICMI Expo appeared first on CRM in Focus. The post Omnichannel, cloud big trends at ICMI Expo appeared first on CRM in Focus.
At the 2015 ICMI Contact Center Expo in Orlando, Fla., users were interested in making their centers more efficient while serving customers in whatever channel they choose. Companies were interested in how to communicate with customers across channels, what cloud could do for their centers, investing in analytics and augmenting agent training processes and software.
CRM In Focus spoke with Bob Furniss, customer care practice director at consulting firm Bluewolf, to talk about whether contact centers are warming up to these types of technologies and some of his impressions from the show.
The post Omnichannel, cloud big trends at ICMI Expo appeared first on CRM in Focus.