The time of year has approached us once again. At the end of this month, Etech will be heading to Hollywood, Florida for the 2012 American Teleservices Association (ATA) National Convention & Expo. “Managing Customer Experience in a Digital World” is this year’s theme. This year they have designed a practical “How-to” convention with quantifiable, step-by-step solutions for today’s new customer communication challenges and strategies to keep your team ahea... [More]

  Contact centers are constantly focused on narrowing down on a right mix of channels to provide a unified communication platform for great customer experience. They are experiencing the necessity to undergo transition from a conventional center into a more dynamic multi-channel contact center offering customer service through multiple touch-points. With rapidly expanding technological innovations, customers are exploring new touch points to get in contact with businesses. In order to effi... [More]