JAA'S Analyst Blog - Current Posts

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A short note for navigating this section - scroll below for the most recent posts, and then for more, click on the Blog Archive box, where you can view all of my posts, going back to the beginning in March 2005.

My latest post for Exony is on the topic of multichannel contact centers. The premise is that multichannel affords more options for supporting customers, but has a lot of associated challenges to make it actually work. Some issues are obvious, but others are more subtle, and when you get a bit granular, a lot of interesting decision points come up around how best to manage things.

If that's of interest, I hope you'll read my analysis, which is running now on my column page on Exony's site. As always, comments are welcome.