Esteban Kolsky

AUGUST 17, 2015

was whether organizations and practitioners were already on board with the concept of omni-channel. What we found out was pretty much in line with what we expected: it is too early for them to focus on it. Indeed, there is confusion between multi-channel and omni-channel – and this is the biggest hindrance to its adoption.

Omni-Channel 60

Omni-Channel Multi-Channel Contact Center Case Study 60

Comm100

JANUARY 14, 2016

A Deloitte Point of View report states emphatically that omni-channel retailing is the future of business, and most experts agree. However, many experts also agree that omni-channel marketing requires more than just offering multiple channel or contact choices.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Avaya

APRIL 6, 2016

Customer engagement is a competitive battleground. After all, customer expectations are always high, and technology always evolving. To stay ahead of the competition, we have to be vigilant about meeting or exceeding the needs of our customers. The Internet makes finding and switching to a competitor easier than ever.

Self Service 40

Self Service Contact Center Omni-Channel Video 40

Kayako

JANUARY 5, 2017

Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it. In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Your customers want to help themselves.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

Comm100

FEBRUARY 16, 2018

Customer advocates and thought leaders agree: providing a friction-less experience for customers is moving from novelty to mandatory. That is why reducing customer effort was voted the number one priority for contact centers in 2018. Recommended for you: Is Your Contact Center Ready for the New Year?

Customer Service 101

Customer Service Social Media Chatbots Knowledge Base 101