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7 Top Priorities for the Future of Customer Engagement

Calabrio

JANUARY 6, 2016

A virtual agent initiates a service call by accessing your Outlook or iCal calendar to set up an appointment. Machine-to-machine (M2M) communication, a term referring to technologies that enable wireless and wired systems to communicate with each other, will be the channel of the future.

Customer Engagement 133
Customer Engagement Omni-Channel Engagement Self Service 133
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How to Improve Contact Center Optimization with Customer Journeys

Pointillist

SEPTEMBER 28, 2021

Once the company analyzed the entire setup journey, they realized that the majority of customers visited the FAQ page to self-serve, but leaked into agent-assisted channels to complete the process. By taking a journey-based approach, the wireless provider was able to improve the FAQ page.

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Contact Center Customer Journeys Self Service How To 40
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