Liam Anderson

Quality Management Consultant at ZOOM International

Recent Posts

Going omnichannel
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In my previous post, I discussed why contact centres are widening their reach to include non-voice channels such as e-mail, chat and social. I also discussed the difference between multichannel,...
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Omnichannel contact centres: trend or truth?
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Omnichannel is a hot topic in contact centres. Many technology vendors make outrageous claims about its market potential, but what is the truth behind the trend? What, for a start, is the...
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