Talkdesk

OCTOBER 11, 2016

Salesforce Omni-Channel Integration. As part of Talkdesk for Salesforce’s SMS offering, agents can now also leverage an integration with Salesforce Omni-Channel. This integration allows agents to manage different work items across multiple channels just by updating their Omni-Channel presence.

Omni-Channel 40

Omni-Channel Contact Center Software Contact Center Report 40

NICE inContact

DECEMBER 19, 2017

NICE inContact’s blog keeps you up to date on the hottest contact center trends – but with 3-4 posts a week, it may be hard to get to it all! New Omnichannel Customer Experience Research – How Well Are You Doing? From Cloudy to Clear: Choosing the Right Cloud Strategy for Your Contact Center. Happy reading!

Report 121

Report Contact Center Omni-Channel Call Center 121

Comm100

JANUARY 14, 2016

A Deloitte Point of View report states emphatically that omni-channel retailing is the future of business, and most experts agree. However, many experts also agree that omni-channel marketing requires more than just offering multiple channel or contact choices. Download Now.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

NICE inContact

OCTOBER 2, 2019

The study reinforces the fact that the relationships between businesses and their customers take place across myriad digital channels in addition to voice. Download your free copy today. Interested in learning more?

Self Service 150

Self Service Omni-Channel Contact Center eBook 150

Calabrio

FEBRUARY 16, 2017

Customer-centricity shines a spotlight in the contact center. Contact centers face higher expectations than ever—both internally and from customers. Achieving those business objectives means meeting the demands of the modern consumer: omnichannel interactions and personalized, intuitive service—right now. Start here.

Trends 153

Trends Customer Engagement Engagement Contact Center 153

NICE inContact

DECEMBER 17, 2018

At the heart of outstanding CX is a true multichannel or omnichannel approach to contact center service. Gartner’s latest Magic Quadrant for CCaaS [i] highlights the importance of omnichannel customer service capabilities to consistently deliver the highest quality CX with every interaction. Download all 3 reports. [i]

Contact Center 120

Contact Center Omni-Channel Roadmap Analytics 120

Talkdesk

MARCH 12, 2021

Talkdesk is an enterprise cloud contact center as a service (CCaaS) solution provider empowering companies to deliver customer experience excellence and top-notch quality of service (QoS). Founded to bring a paradigm shift into the realm of call center solutions, it became the first CCaaS unicorn startup in 2018. Omnichannel.

Call Flow 91

Call Flow Contact Center Abandon Rate Omni-Channel 91

Calabrio

FEBRUARY 16, 2017

Customer-centricity shines a spotlight in the contact center. Contact centers face higher expectations than ever—both internally and from customers. Achieving those business objectives means meeting the demands of the modern consumer: omnichannel interactions and personalized, intuitive service—right now. Start here.

Trends 100

Trends Customer Engagement Engagement Contact Center 100

Calabrio

FEBRUARY 16, 2017

Customer-centricity shines a spotlight in the contact center. Contact centers face higher expectations than ever—both internally and from customers. Achieving those business objectives means meeting the demands of the modern consumer: omnichannel interactions and personalized, intuitive service—right now. Start here.

Trends 100

Trends Customer Engagement Engagement Contact Center 100

NICE inContact

JUNE 19, 2019

In today’s omnichannel customer service environment, savvy organizations offer their consumers multiple ways to interact with them, including agent-assisted and self-service methods. But are all channels equally effective at delivering a high-quality experience? And it’s available to you now as a free download.

Self Service 138

Self Service Contact Center Omni-Channel Customer Centricity 138

NICE inContact

MAY 23, 2019

We live in an omnichannel customer service world now. Seems there is an opportunity to better understand consumer attitudes about service channels! We’ve made our report available to you as a free download. But the evolution isn’t complete yet, and it probably never will be.

Self Service 138

Self Service Contact Center Omni-Channel Chatbots 138

NICE inContact

AUGUST 1, 2019

The eight initiatives also serve as points of discussion by identifying goals and processes that demand contact center modernization, including: Omnichannel routing Workforce optimization Reporting and analytics Automation Artificial intelligence.

Self Service 150

Self Service Contact Center Omni-Channel Loyalty Programs 150

NobelBiz

MAY 16, 2023

And the way to tackle this issue was to create a light and scalable contact center infrastructure that can simplify procedures and centralize data. To be exact, 36% of contact centers currently use any form of cloud technology, including software as a service (Saas), hosted, hybrid, and private cloud.

Contact Center 52

Contact Center Customer Service Contact Center Software Call Center 52

LiveChat

OCTOBER 31, 2019

Using the data, identify customers that make repeat purchases and/or regularly download, share, and comment on your content. Call center automation. Call centers are an important customer touch point. A streamlined contact center experience is critical to improving customer satisfaction scores.

Loyalty 57

Loyalty Strategy Omni-Channel Call Center 57

Kustomer

FEBRUARY 5, 2020

Embrace Omnichannel and Break Down Silos. Another feature of conversational support is channel flexibility. Think about how often your texts with friends or family turn into phone calls. In the same way, your teams need to provide omnichannel support for this type of asynchronous interaction. Download Guide.

Omni-Channel 52

Omni-Channel Fashion Social Media Contact Center 52

NICE inContact

AUGUST 1, 2019

The eight initiatives also serve as points of discussion by identifying goals and processes that demand contact center modernization, including: Omnichannel routing Workforce optimization Reporting and analytics Automation Artificial intelligence.

Self Service 120

Self Service Contact Center Omni-Channel Loyalty Programs 120

NobelBiz

MAY 16, 2023

And the way to tackle this issue was to create a light and scalable contact center infrastructure that can simplify procedures and centralize data. To be exact, 36% of contact centers currently use any form of cloud technology, including software as a service (Saas), hosted, hybrid, and private cloud.

Contact Center 40

Contact Center Customer Service Contact Center Software Call Center 40

NICE inContact

JANUARY 15, 2019

Key criteria for these solutions include omnichannel support, analytics, user experience strategy, CRM integrations, voice infrastructure, and a product architecture that is based on microservices. Download the full Forrester Wave report. Per the Forrester Wave report: “Current offering. appeared first on NICE inContact Blog.

Contact Center 121

Contact Center Effort Score Omni-Channel Analytics 121

NobelBiz

JUNE 26, 2023

Managing a call center goes beyond delivering exceptional customer service. It requires a deep understanding of the importance of call center infrastructure to maintain a seamless operation. With that in mind, let’s take a closer look at the challenges of maintaining and upgrading call center infrastructure.

Call Center 52

Call Center Contact Center CRM Social Media 52

Comm100

DECEMBER 1, 2017

For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. But deciding on annual goals and specific yearly focuses for a call center isn’t always easy. Investment Priorities Speak Louder than Contact Center Goals.

Contact Center 105

Contact Center Report Customer Journeys Customer Centricity 105

NICE inContact

JANUARY 7, 2019

The Forrester Wave report notes, “As on-premises contact center technology becomes outdated and less effective, improved systems architected for cloud-based delivery that support AI, workforce optimization (WFO), and omnichannel will dictate which providers lead the pack.”.

Contact Center 120

Contact Center Omni-Channel Report Trends 120

Qualtrics

SEPTEMBER 24, 2019

In some instances, your customers research through mobile, purchase online, and then follow up for support through the call center. This is called an omni-channel approach to CX. This is called an omni-channel approach to CX. Download “Rise to the Top with Digital” Download Now. _.

Omni-Channel 20

Omni-Channel Customer Journeys Social Media Touchpoint 20

NobelBiz

MAY 25, 2023

Are you looking to optimize your call center’s efficiency and streamline your business’s data management process? If so, it’s crucial to find the right call center software vendor that integrates with a customer data platform (CDP). But with so many options available, how do you choose the right one?

Call Center 98

Call Center Software Data Contact Center 98

Quadient

DECEMBER 14, 2021

Companies that are slower to embrace digital communications, and execute an omnichannel experience that is equally great across both digital and print, are vulnerable. When this happens, the first response for most consumers is to phone the company’s call center which will increase the business’s cost-to-serve. It's simple.

Customer Experience 52

Customer Experience Study Consumers Communication 52

BlueOcean

DECEMBER 18, 2018

While AI capabilities in the contact center are still evolving, AI offers powerful opportunities to drive cost out of your business and improve the customer experience (and let’s be real, a growing segment of consumers simply prefer automated or self-serve support) – so asking your potential strategic partners the right questions is critical.

Contact Center 195

Contact Center Self Service Chatbots Case Study 195

Playvox

JUNE 22, 2023

Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while delivering outstanding customer experience (CX) — a tricky balancing act for sure. What Are Call Center Efficiency Metrics? Is your call center prepared?

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

ViiBE Blog

DECEMBER 14, 2020

Unfortunately, plugins are often cumbersome to download and pose incompatibility problems when used across different devices. This streamlined approach allows people to instantly share live AR image and video streams without the hassle of downloading the correct app. Forms of AR Remote Assistance Tools. Human Resources.

Insurance 52

Insurance ROI Omni-Channel Video 52

NICE inContact

MARCH 27, 2018

But the winning combination is the live-agent experience, powered by AI support, which leads me to my second reason AI will not replace contact center agents. AI, Blended with Live Agents, Enables Contextual and Quick Omnichannel Interactions. Today, AI in the self-service space (e.g., Read this article in its entirety on ICMI.com.

Contact Center 137

Contact Center Self Service Study Omni-Channel 137

COPC

APRIL 6, 2018

Many call center metrics focus on platform efficiencies like speed of answer, handle time, schedule adherence, etc. But by attempting to apply traditional call center metrics, the things being measured aren’t necessarily what matters most to customers.

Metrics 40

Metrics Customer Focused Call Center Social Media 40

NICE inContact

DECEMBER 26, 2018

Contact centers looking to create a short list of vendors to consider when modernizing their contact call center technology are looking to the cloud to modernize their operations. And because transforming the “no” into “yes” requires your contact center to employ technology designed to flex and scale at the speed of business.

Call Center 120

Call Center Technology Contact Center Omni-Channel 120

Inbenta

DECEMBER 7, 2021

With 2022 drawing closer it has been nearly two years since Covid-19 accelerated the need for businesses to digitalize their customer support to cater to user demands for omnichannel , 24/7 services from the comfort of their preferred devices. . Download the guide: The Secret Ingredients to Successfully Managing Support Cases.

Self Service 52

Self Service Tips e-support Chatbots 52

NICE inContact

JUNE 12, 2019

Clearly, chat is a channel with a lot of momentum. To find out more about the potential of chat, download the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark. The percentage of US businesses offering chat jumped 21 points year-over-year — from 46% to 67%. And US consumer use of chat tripled in the same timeframe.

Net Promoter Score 136

Net Promoter Score Comparison Consumers Study 136

TechSee

APRIL 17, 2022

” The Modern Call Center Customer Journey. Companies looking to improve their customer journey can use an omnichannel approach that delivers an integrated, continuous customer experience. While there are multiple ways to implement an omnichannel experience, a quick win is to expand the way you deploy “warm transfers.”.

Self Service 207

Self Service Customer Experience Call Center Omni-Channel 207

Stella Connect

MAY 4, 2017

Moving From Omni-Channel To A Channel-Less Customer Experience ”. In 2015, she became Director of Call Center Operations for Renaissance Dental, where service team morale was low and turnover was painfully high. Or listen to his ICMI webcast, “ 5 Low or No Cost Ways to Train Agents in the Modern Contact Center.”.

Contact Center 40

Contact Center Omni-Channel Conference Employee Engagement 40

NICE inContact

OCTOBER 17, 2019

It’s a good reminder to businesses to stay focused on all their service channels and take advantage of every touchpoint to delight their customers. Download your copy today. Speaking of delightful, you’ll find our CX Benchmark full of intriguing data and thought provoking information.

Self Service 121

Self Service Contact Center Social Media Chatbots 121

NICE inContact

OCTOBER 3, 2018

It seems like the “adoption of omnichannel” has appeared on all of the annual industry prediction lists for at least the last four years. This is because omnichannel isn’t a quick win, passing fad. In a study by ContactBabel, only 15% of companies surveyed said they were able to deliver an omnichannel experience.

Omni-Channel 120

Omni-Channel Self Service Multi-Channel First Call Resolution 120

NICE inContact

AUGUST 21, 2019

The moral of the story is don’t let your contact center become an email hater. Learn more about customers’ expectations, download the CX Transformation Benchmark. Embrace email and enjoy a win-win – an easy way to even out traffic volume while providing a service customers like.

Contact Center 136

Contact Center Net Promoter Score Consumers Study 136