CSM Magazine

JUNE 16, 2020

One of the many benefits of cloud-based contact centre solutions (CCaaS) is that agents can log in from anywhere at any time. Integration with CRM and other business applications gives agents all the information they need to create better and faster omnichannel customer interactions to boost agent confidence and satisfaction.

Employee Engagement 52

Employee Engagement Omni-Channel Engagement Strategy 52

Upstream Works

MARCH 21, 2019

Establishing customer trust and loyalty is the single most important aspect of customer experience, according to the Dimension Data 2019 Global Customer Experience Benchmarking Report. The report also identifies speed of resolution, agent knowledge and ease of contact as key factors which foster that trust and loyalty.

Customer Experience Management 92

Customer Experience Management Self Service Strategy Customer Experience 92

UJET

JUNE 25, 2021

According to ourfall 2019 survey, 61% of customers were using a mobile device for support, and 48% were using in-app messaging with agents for on-demand delivery services. Eliminate Channel Switching By Blending Channels. Contact Center software that supports agents in connecting with their customers is essential.

Customer Journeys 82

Customer Journeys Customer Experience Contact Center Omni-Channel 82

NobelBiz

FEBRUARY 23, 2023

Employees of a firm may interact from anywhere and at any time using a basic internet connection and a linked device, thanks to the proliferation and democratization of linked tools (smartphone, tablet or computer). UCaaS solutions can enable omnichannel communication or augment core customer services with artificial intelligence analytics.

Contact Center 52

Contact Center Multi-Channel Omni-Channel Conference 52

NobelBiz

JUNE 29, 2021

In our article, we will explore the inner working of the customer journey, the mapping aspect of it, and also how it works in the omnichannel environment. Today, however, there are a plethora of alternative actions and channels. What makes the Omnichannel so unique? Fluidity is now the key to the consumer experience.

Customer Journeys 52

Customer Journeys Customer Experience Contact Center Omni-Channel 52

NobelBiz

JUNE 7, 2021

Employees of a firm may interact from anywhere and at any time using a basic internet connection and a linked device, thanks to the proliferation and democratization of linked tools (smartphones, tablets, or computers). Typical Functions of VoIP VoIP is a digital telephone service that transports and delivers conversations over the Internet.

Contact Center 52

Contact Center Multi-Channel Omni-Channel Conference 52