Think Customers

OCTOBER 4, 2021

Customers want to reach brands on their own terms, whenever, wherever. Chatbot and messaging capabilities are the essential tools needed to provide this 24/7, personalized customer service. Chatbots perform an important role in the omnichannel ecosystem, but chatbot platforms often keep the customer glued to one channel.

Chatbots 52

Chatbots Self Service Contact Center Omni-Channel 52

Uniphore

DECEMBER 17, 2021

A Forrester poll of members of 17 of the largest health plans in the country found an industry average score of 70.2 on a 100-point scale for customer satisfaction, which Forrester categorizes as an “OK” rating. What’s the key to driving improved customer satisfaction? Improved member satisfaction.

Self Service 130

Self Service Healthcare Contact Center Effort Score 130

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. According to Marketing Week, 15 years ago the average consumer used two touchpoints when making a purchase and only 7% regularly used more than four. What is Digital Omnichannel?

Omni-Channel 100

Omni-Channel Social Media Knowledge Base Touchpoint 100

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. According to Marketing Week, 15 years ago the average consumer used two touch-points when making a purchase and only 7% regularly used more than four. What is Digital Omnichannel?

Omni-Channel 131

Omni-Channel Social Media Average Handle Time Knowledge Base 131

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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

Bold360

DECEMBER 4, 2016

According to Zendesk’s 2014 Benchmark report , customer service rankings dropped to their lowest during the holiday season, with the travel industry experiencing the largest -7 point drop, the most drastic in comparison to all other industries. If that’s not enough to convince you, well then there’s the average correspondence fee of $.10

Omni-Channel 40

Omni-Channel Travel Call Center Self Service 40