Remove Average Handle Time Remove Customers Remove Examples Remove Omni-Channel
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Using Omnichannel Contact Center to Drive Customer Satisfaction

InMoment XI

The future of the contact center lies in the omnichannel contact center. What is an Omnichannel Contact Center? An omnichannel contact center is a customer service model that integrates and manages various communication channels in a unified and seamless manner. What Does an Omnichannel Contact Center Solve?

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How Many Channels Make An Omni-Channel Omelette?

Martin Hill-Wilson

Of course you might prefer the language of ‘omni-channel’ if you are keen to make the point that it must all fuse together into a seamless capability. To summarise the key points I’ve already covered in the first post : Large scale service interactions via non voice channels are still new(ish). I could continue.

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Conversational Analytics: Powerful Data Behind Business Transformation

InMoment XI

When you analyze the natural language interactions between customers and an organization, conversational analytics unlocks a wealth of insights that can be used to resolve issues faster, enhance agent performance, reduce costs, and demonstrate the value of customer service investments. What are the Benefits of Conversational Analytics?

Analytics 260
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Track Performance and Boost Operational Efficiency With Contact Center Analytics

SurveySensum

It’s no secret that your contact center is the first line of defense with your customers – making it the most important touchpoint in the customer journey. Also, 88% of customers say that a good customer service experience is what makes them more likely to make another purchase from the brand. Let’s find out!

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

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.

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To Improve Customer Experience Financial Services Firms Must Make Agent Retention a Priority

CSM Magazine

The sudden need to enable remote working has impacted all companies and operations, and customer service is no different. We are also seeing more and more organisations working to improve customer self-service options through digital channels. This has not been the only change contact centres have been forced to contend with.

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Validating Your Outsourced Customer Care Partnership: Is Your Incumbent “Still the One”?

BlueOcean

For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. Are you still in regular contact with your partner’s leadership team and do you still trust them to deliver excellence for your customers?