Beyond Philosophy

AUGUST 17, 2015

Because experience and value delivery are so often multi-channel, even omni-channel, the consistency and reliability we’re discussing must, today, extend across all modes of communication and conveyance. Customers expect experience reliability and consistency, irrespective of channel. Michael Lowenstein, Ph.D.,

Omni-Channel 60

Omni-Channel Multi-Channel Hotels Banking 60

Avaya

AUGUST 25, 2017

As Hurricane Harvey approaches the coast of Texas, Avaya wants to ensure that we all review our plans to keep communication systems running at peak performance and stabilized when disaster strikes. Keeping communication systems running often includes a great partner with a deep bench of experts who have experience in many complex situations.

Communication 64

Communication System Analysis Software 64

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

CSM Magazine

JULY 27, 2022

The Tipping Point of Loyalty white paper from Upside found that loyal clients are 22 times more valuable to a business than average buyers. Its advice to businesses is to focus on converting sporadic customers to loyal shoppers instead of acquiring new prospects. Be contactable and prompt.

Customer Journeys 64

Customer Journeys Loyalty Omni-Channel Consumers 64

ShepHyken

JUNE 24, 2019

5 Communication Tips That Will Boost Customer Trust by Syed Balkhi . Guide: 8 Expert Tips To Go Omni-Digital by Dimelo. Dimelo) In this white paper, a number of our expert’s breakdown why changing your strategy to unify your communications across multiple channels can help you adapt to changing customer behavior.

Customer Service 112

Customer Service Poor Customer Service Tips Hotels 112

Avaya

AUGUST 25, 2017

Avaya wants to ensure that we all review our plans to keep communication systems running at peak performance and stabilized when disaster strikes. Keeping communication systems running often includes a great partner with a deep bench of experts who have experience in many complex situations. Learn more at our Help Center.

Communication 53

Communication System Analysis Software 53

TechSee

DECEMBER 12, 2017

To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints. To enable this omnichannel experience, companies and customer service operations are integrating new technologies, and upgrading their existing ones.

Omni-Channel 143

Omni-Channel Customer Experience Contact Center Touchpoint 143

Comm100

MAY 20, 2020

Long gone are the days when customer service teams could offer just one communication channel to their customers. It’s not up to the brand how they communicate to the customer – it’s up to the customer to choose how they speak to the brand. So why is it so important to connect every communication channel together?

Omni-Channel 162

Omni-Channel Customer Service Knowledge Base Communication 162

NobelBiz

FEBRUARY 13, 2024

Our IVR systems are part of a broader omnichannel strategy, recognizing that today’s customers move fluidly between channels. This approach allows customers to receive consistent service whether they’re interacting via voice, chat, email, or any other channel, with IVR playing a crucial role in this seamless experience.

Call Center 59

Call Center Self Service Software Contact Center 59

Comm100

MAY 20, 2020

Long gone are the days when customer service teams could offer just one communication channel to their customers. It’s not up to the brand how they communicate to the customer – it’s up to the customer to choose how they speak to the brand. So why is it so important to connect every communication channel together?

Omni-Channel 130

Omni-Channel Customer Service Knowledge Base Communication 130

Comm100

APRIL 6, 2020

We are of course, referring to what people are calling ‘omnichannel’. Its popularity comes as no surprise when you look at the stats: companies with strong omnichannel customer engagement see a 9.5% for companies with weak omnichannel strategies. . for companies with weak omnichannel strategies. . Omnipresent .

Omni-Channel 130

Omni-Channel Customer Engagement Engagement Chatbots 130

Uniphore

DECEMBER 17, 2021

In fact, more than four out of ten members (43%) report that they prefer the call center as the primary channel for communicating about their health plan. A Forrester study found that video chat is the most emotionally successful communications channel for health plans, with.

Self Service 130

Self Service Healthcare Contact Center Effort Score 130

Team HGS

FEBRUARY 6, 2018

2018 Trend 1: Digital Channels Finally Overtake Voice. HGS recently released a white paper on this year’s top 10 trends in customer service. This year, we will finally witness the tipping point where digital channels —email, chat, social, text, messaging—overtake voice in the contact center. Here, we dissect CX Trend No.10:

Trends 45

Trends Contact Center Exceptional Customer Service Omni-Channel 45

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. They were sold on the idea of omnichannel engagement, but their operations didn’t back it up — what use are all the channels in the world if your customer’s story and data are kept in silos?

Omni-Channel 100

Omni-Channel Social Media Knowledge Base Touchpoint 100

RapportBoost

NOVEMBER 15, 2018

As a result, we are seeing a much greater demand for the implementation of a live chat channel to offer an alternate means for customers to communicate with their service teams. For starters, the emphasis for call centers and customer service teams to employ “omnichannel” solutions took center stage.

Training 71

Training Call Center Telecommunications Exercises 71

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. They were sold on the idea of omnichannel engagement, but their operations didn’t back it up — what use are all the channels in the world if your customer’s story and data are kept in silos?

Omni-Channel 131

Omni-Channel Social Media Average Handle Time Knowledge Base 131

Kitewheel

SEPTEMBER 16, 2019

The question becomes not “How can we get enough data” but rather how can we understand that data and put it to good use to understand and communicate performance. Some journey steps are made up of simple interactions, like downloading a white paper, or completing a form submission. Journey Steps are Molecular Data.

Measurement 40

Measurement Customer Journeys Omni-Channel ROI 40

Comm100

JANUARY 6, 2022

In a 2021 Harvard Business Review white paper on customer experience , eight executives from a variety of organizations and industries provided their definition for what CX is, and how it’s measured. To achieve digital CX excellence, support must include the following: Omnichannel . Available 24/7 .

Customer Experience 215

Customer Experience Omni-Channel Chatbots Social Media 215

Vonage

OCTOBER 2, 2017

What complicates the hiring process is that the social care agents will likely report up through an Operations or Customer Service division, whereas you, as a social media leader, may be part of the Marketing or Communications team. But you’ll need to tweak it a bit and add a few more requirements.

Customer Care 174

Customer Care Omni-Channel Social Media How To 174

Vonage

SEPTEMBER 21, 2017

What complicates the hiring process is that the social care agents will likely report up through an Operations or Customer Service division, whereas you, as a social media leader, may be part of the Marketing or Communications team. But you’ll need to tweak it a bit and add a few more requirements.

Customer Care 174

Customer Care Omni-Channel Social Media How To 174

Uniphore

JANUARY 4, 2022

White Papers. Self Serve Omnichannel AI-driven intelligent virtual assistant (IVA). Umesh co-founded Uniphore with Ravi Saraogi to bridge the communication gap between man and machine using voice and speech. Conversational AI Platform. U-Self Serve. Case Studies. Infographics. Conversational AI. Emotion AI. Our Mission.

Contact Center 317

Contact Center Innovation Multi-Channel Customer Retention 317

Comm100

APRIL 26, 2020

Omni-channel unstructured customer feedback makes things even more challenging. If a CX problem is solved, but it’s never communicated does it really matter? At this point, senior leadership is activity demonstrating and communicating the new culture. Free Download: Never Miss a VIP White Paper.

Omni-Channel 130

Omni-Channel Culture Customer Centricity Self Service 130

NICE inContact

NOVEMBER 9, 2018

More and more communication is now occurring over email, web chat, SMS and text messaging than ever before. Does your contact center support these communications channels? These digital channels are highly preferred because they are considered more convenient. We live in a digital world.

Contact Center 122

Contact Center Contact Center Software Self Service Chatbots 122

Kustomer

AUGUST 4, 2023

The Opportunities and Challenges of Leveraging Real-Time Customer Service Feedback The team at Kustomer have been quick to pick up on the value of customer service feedback and conversational support , providing helpful content with various blogs and a white paper. Get the team together and kick-off.

Feedback 52

Feedback Insurance Omni-Channel Travel 52

Beyond Philosophy

JUNE 4, 2015

The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books. Is communication, and are marketing efforts, omni-channel, micro-segmented and even personalized?

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

Bold360

FEBRUARY 16, 2017

Bots can also mirror the text interactions which people are used to having on Facebook Messenger or WhatsApp, so they are a trusted form of communication which feels both safe and natural. Read more about how to transform your customer experience with a bot in this free white paper !

Chatbots 80

Chatbots Omni-Channel Self Service Analytics 80

Kustomer

AUGUST 30, 2018

The team at Kustomer have been quick to pick up on the concept of “conversational” customer support with various blogs and a white paper. Deploy it at applicable trigger points, set intervals on an ongoing basis for all communications. Conversational Customer Support Brings Challenges and Opportunities.

Feedback 65

Feedback How To Insurance Omni-Channel 65

ENGAGE.cx

NOVEMBER 12, 2015

Companies that want to truly learn who their customers are in this new omnichannel world need to be collecting data on each and every customer touch point. The data needs to include who the customers are, their shopping behaviors, their likes and dislikes, and even their communications preferences. It’s How You Use It.

Data 40

Data CRM Omni-Channel Study 40

Comm100

OCTOBER 11, 2017

By learning these benefits and following the simple steps we’ve laid out for you, your newest support channel will be a hit – not a miss. White Paper] The Guide to Becoming a Top Performing Live Chat Operator. An Effective Channel-less Strategy. Well-trained operators mean better customer satisfaction.

Social Media 116

Social Media Customer Service Strategies Strategy Customer Service 116

Qualtrics

JULY 2, 2020

That's not really a, like an Omni channel or a holistic digital strategy. And then they're even going beyond that to say, how can we leverage other channels again, this may not sound very sexy, right? They also like don't spend, you know, most people aren't going to spend like an hour or 45 minutes reading a white paper.

B2B 26

B2B Omni-Channel Brands Sales 26