Tricia Morris
MAY 18, 2015
According to the same Forrester survey referenced above, online community, virtual agent, mobile customer service, social media and live chat have also increased in usage. Contact centers are working to address this growing and changing channel use. 43% don’t ever review assisted service processes.
Calabrio
JANUARY 19, 2017
In 2017, the application and importance of analytics will continue to increase, and companies will use contact center analytics to gather information about employees, not just customers. Mobile Customer Service Will Close the Gap Between Consumer Expectations and Reality. Omnichannel Will Continue to Expand.
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Eptica
AUGUST 5, 2016
Consequently, companies are moving away from desktop email programs , which are simply not designed for these volumes of customer service queries and embracing specialist technology. Here are seven areas they should focus on when picking the right email technology for their customer service needs: 1.
Tricia Morris
FEBRUARY 19, 2016
Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding) that brands and organizations embrace a strategy of non-stop, customer-centric adaptation. 2015 Global State of Multichannel Customer Service Report).
ProProfs Chat
MAY 6, 2020
Customer Experience Training Success Statistics. 60% of companies have expanded their focus on contact center efficiency, while 65% of contact centers track their efficiency efforts. (Source: Call Miner ) Tweet this. This allows them to perform well and create a delightful customer experience journey effectively.
Natalie Petouhof
MAY 27, 2016
The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming. Customer Experience IOT in the Automotive Industry-Upcoming. **. . • The State of Customer Service and Support Evolves . • ROI of Social Customer Service- Upcoming. • Mobile Customer Service-Upcoming. **.
Natalie Petouhof
FEBRUARY 22, 2016
Leveraging My:Time’s App2Agent ™ functionality takes mobile customer service another step forward by enabling a seamless transition from self-service to live service within a mobile app, mobile web or web application. This will advancing mobile self-service and engagement.
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