NICE inContact

JUNE 17, 2019

If the answer is “no” or “I don’t know,” it might mean you’re among the vast majority not evaluating these channels as part of your quality program. Customers expect high quality and consistent interactions with businesses every time, regardless of interaction channel. And it only gets worse from here!

Analytics 136

Analytics Customer Experience Management Contact Center 136

NICE inContact

JUNE 17, 2019

If the answer is “no” or “I don’t know,” it might mean you’re among the vast majority not evaluating these channels as part of your quality program. Customers expect high quality and consistent interactions with businesses every time, regardless of interaction channel. And it only gets worse from here!

Analytics 136

Analytics Customer Experience Management Contact Center 136

Talkdesk

JANUARY 19, 2017

These advances increase what customer experience teams can do, but that also comes with a rising level of customers expectations. Not too long ago, customers handled all of their communication with companies via the phone: bookings, support, payment, etc. Multichannel vs. omnichannel. Artificial Intelligence.

Contact Center 40

Contact Center Omni-Channel Chatbots Video 40

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

MARCH 28, 2017

I recently attended Jeff Pulver’s 2017 MoNage conference to get the latest views on chatbot usage and expectations for serving customers. There is no shortage of software and services companies, including Avaya, that are investing significantly in the field of chatbot technology for contact centers applications.

Contact Center 40

Contact Center Chatbots Self Service Conference 40

NICE inContact

NOVEMBER 12, 2019

Today’s customers expect omnichannel. customer service. How is omnichannel customer service different from (or: better than?) multichannel customer service? Here’s the basics on what’s what between “multi” and “omni” – and why you should care. But what really does that mean?

Omni-Channel 136

Omni-Channel Multi-Channel Self Service Contact Center 136

ProProfs Chat

NOVEMBER 17, 2017

As leading researchers indicate that organizations lose about $62 million every year due to poor customer service , you can’t expect any good with an average customer support. No matter how great your product your service is, you can’t sustain market competition without a top of the line customer service. Take a look. .

Self Service 111

Self Service Trends Chatbots Omni-Channel 111

NobelBiz

FEBRUARY 21, 2023

Call centers have developed dramatically over the past few years and will continue to do so in 2023. While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

NobelBiz

FEBRUARY 15, 2023

Call centers have developed dramatically over the past few years and will continue to do so in 2023. While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

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

Verint

MAY 1, 2018

Today Verint announces a line-up of conferences and digital events taking place in May that focus on digital and omnichannel customer service, GDPR compliance, automation and artificial intelligence, as well as the upcoming Engage TM global customer conference. Omnichannel Service: How do YOU Rate? ET on May 2.

Self Service 22

Self Service Customer Engagement Engagement Omni-Channel 22

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. How will emerging and growing trends change the customer service equation? More Companies Will Make Customer Service a Strategic Priority. One strike and you’re out.

Self Service 40

Self Service Trends Customer Service Contact Center 40

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. Customer advocates and thought leaders agree: providing a friction-less experience for customers is moving from novelty to mandatory.

Customer Service 101

Customer Service Social Media Chatbots Knowledge Base 101