Role of Multichannel in the Contact Center - UCS Podcast

Posting has been a bit behind on the UCStrategies portal, but the most recent podcast has now been added. The topic was the role of multichannel in the contact center - what technologies are being used, how well it's working, how well trained are the agents, etc.

It's a rich topic about a complex challenge, and we had lots to say about it. I only commented briefly, but there are many perspectives worth hearing, and the moderator, Don Van Doren, managed to make room for everybody. Here's the link, which includes a transcript if you'd rather just read what was said.