Martin Hill-Wilson
JUNE 12, 2015
This is the second in a series of three posts exploring the issues around becoming a multi-channel service organisation. 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. Adding channels to cater for choice adds cost.
CSM Magazine
MAY 31, 2016
Magnus Geverts at Teleopti takes a look at providing a cohesive experience across different channels supported by flexible workforce management (WFM). A recent study found the average person checks his or her smartphone a staggering 85 times a day! Can it be integrated to collect data for the different channels?
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Playvox
DECEMBER 15, 2022
It’s much more common that we see contact centers incorporating digital channels like live chat, email, ticketing, and social media. Many have shifted so that digital channels make up the bulk of their customer contacts. We have even seen some companies that don’t offer a voice channel as an option at all.
NobelBiz
AUGUST 28, 2023
Embrace modern solutions that streamline operations and ensure smooth communication across channels. Artificial Intelligence Integration : AI can easily handle routine inquiries, freeing up agents to focus on more complex interactions and enhancing response times. Embrace an omnichannel approach. The answer?
NICE inContact
AUGUST 27, 2019
This isn’t just our idea; it’s backed up by the stats: Companies with the strongest omnichannel customer engagement strategies retain an average of 89% of customers, compared to 33% for companies with weak omnichannel strategies (Aberdeen Group Inc.) We’ve said before that average handle time (AHT) is a dead-end.
NobelBiz
MARCH 19, 2024
These dashboards enable supervisors to monitor queue activity, track topic trends, and assess agent skills in real-time. Multi-conditional alerts further enhance the capability to identify and address complex scenarios promptly, ensuring agility and responsiveness in managing customer interactions.
NobelBiz
MAY 2, 2023
Companies now have to invest in data, technology, and omnichannel communication to supplement the lack of contact in the voice strategy. This is why it is crucial to be able to get in touch with your list via the preferred channel of your leads. The days of just loading up a list and cold-calling people are gone. Learn more here.
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