Think Customers

OCTOBER 4, 2021

Chatbots perform an important role in the omnichannel ecosystem, but chatbot platforms often keep the customer glued to one channel. The ultimate business case for messaging : Read this white paper to learn why messaging is an essential channel and next steps on how to add and optimize it in your company’s contact centers.

Chatbots 52

Chatbots Self Service Contact Center Omni-Channel 52

Uniphore

DECEMBER 17, 2021

Automate common, repetitive inquiries with personalized self-service via an omnichannel intelligent virtual assistant (IVA), supporting voice, web, and mobile channels, to offload interactions while accelerating resolution. Impact: 20% reduction in agent training time. 60 second reduction in average handle time (AHT).

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? Reduced costs.

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? Reduced costs.

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

It also has the added benefit of reducing your customer support team’s workload and improving the call center’s average handle times. If that’s not enough to convince you, well then there’s the average correspondence fee of $.10 Provide Multi-Channel (or Better yet, Omni-channel) Support.

Omni-Channel 40

Omni-Channel Travel Call Center Self Service 40