Vonage

MARCH 26, 2018

Three years ago, Gartner predicted that more than half of businesses would implement significant changes to improve customer experience by 2018. We recently partnered with Bluewolf and Salesforce for a webinar on how today’s best service organizations are enabling those types of interactions, and the trends they will be focusing on in 2018.

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

Team HGS

FEBRUARY 6, 2018

2018 Trend 1: Digital Channels Finally Overtake Voice. HGS recently released a white paper on this year’s top 10 trends in customer service. Mobile driven interaction management —in-app messaging, chat, SMS, and social—have become foundational components of an omnichannel strategy. Here, we dissect CX Trend No.10:

Trends 45

Trends Contact Center Exceptional Customer Service Omni-Channel 45

datastax

JUNE 20, 2019

So, while it’s still a relatively new concept, it comes as no surprise that one study found that 73% of organizations were planning to invest in DataOps during 2018. The DataOps Manifesto places emphasis on: Individuals and interactions over processes and tools. Working analytics over comprehensive documentation. READ NOW.

Sports 69

Sports Analytics Software Employee Engagement 69

Eptica

FEBRUARY 6, 2019

For deeper insights you need to analyze the many real interactions that your organization has with customers every day, such what they say on email, chat or social media. Reading through qualitative data, such as free text interaction was once a time-consuming, often manual process but now you can do it at scale using AI and text analytics.

Automotive 73

Automotive Social Media Contact Center Banking 73

Advertisement

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Contact Center

Hallmark Business Connections

AUGUST 11, 2021

There are no Facebook pixels to track or site analytics to measure conversions. According to the ANA/DMA Response Rate Report 2018 , “Direct mail still pulls a higher response rate than any digital direct marketing medium. Denim brand AYR’s print catalogs, for example, include paper dolls that audiences can cut out and play with.

Marketing 74

Marketing Social Media Omni-Channel Handbook 74

Avaya

JANUARY 26, 2018

The Markets in Financial Instruments Directive II (MiFID II)—arguably the greatest reform to hit Europe’s financial industry—is finally in effect as of January 3, 2018. The specific customer interactions that are required to be recorded in relation to investment services include: Receipts of client orders.

Financial 51

Financial Contact Center Call Recording Communication 51