ijgolding

MARCH 22, 2017

With most organizations providing services across web and mobile platforms, customers expect a 360 degree omni channel experience. Many of them have outsourced contact center operations and some have maintained in-house customer support. This has also changed the way customers interact and search for product information.

Omni-Channel 204

Omni-Channel Customer Experience Multi-Channel e-support 204

Avaya

DECEMBER 1, 2016

According to the Wall Street Journal, 2016 Thanksgiving and Black Friday sales have already accounted for more than $3 Billion in “desktop spending”—aka, e-commerce. Avaya IP Office Contact Center enables a midsize business to offer web chat, email and voice as an integrated, multichannel customer interaction strategy.

Customer Experience 40

Customer Experience Contact Center Self Service CRM 40

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. In today’s Omni channel world, companies often struggle to deliver a seamless customer experience. Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Kayako

JANUARY 5, 2017

In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Yet, relatively few contact centers have focused on providing a consistent customer experience. Multi-channel support can silo important customer history.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

Kustomer

MAY 14, 2020

With Reply, Kustomer can provide even deeper intelligent self-service and assistance via Natural Language Processing (NLP) based chatbots, enhanced omnichannel customer deflection and machine learning based response suggestions. Media Contact: Cari Sommer. For more information about Kustomer, visit www.kustomer.com. About Kustomer.

Self Service 94

Self Service Company Chatbots Technology 94

SurveySensum

JULY 14, 2020

Jaakko Männistö is an entrepreneur, Founder, and Omnichannel Customer Experience Professional. She was named one of the 2018 ‘7 Influential Women in Customer Success’ by Gainsight, one of the top 2018, 2017, and 2016 CS influencers & strategists by Mindtouch and received a Stevies Award for Customer Service in 2016.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Stella Connect

JANUARY 25, 2018

In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. Below, we’ll share our predictions and explain what customer service and contact center leaders must factor into their plans. Consumer Expectations for Omnichannel Will Soar.

Self Service 40

Self Service Trends Customer Service Contact Center 40

Avaya

OCTOBER 27, 2016

Earlier this month, the CFI Group, which issues the annual American Customer Satisfaction Index, issued the Contact Center Satisfaction Index (CCSI). Here are some of the key findings : The index shows a four-point decrease in customer satisfaction from 2015 to 2016, sliding to the lowest score in the nine-year history of the report.

Customer Experience 40

Customer Experience Self Service Contact Center Omni-Channel 40

Tricia Morris

AUGUST 21, 2015

3) Interview candidates in the same channel that they will interact with your customers. (4) Why the Best in Class Rock: Omer Minkara, Research Director for Contact Center and Customer Experience Management at Aberdeen Group reports that on average, companies are now using four channels to interact with customers.

CRM 40

CRM Customer Focused Self Service Conference 40