Uniphore

DECEMBER 17, 2021

The more healthcare consumers become comfortable with digital channels, the higher their expectations are for the same level of convenience, selection, and service they receive in other areas of their lives. healthcare market must continue to transform how they interact with consumers if they want to succeed.

Self Service 130

Self Service Healthcare Contact Center Effort Score 130

Quadient

SEPTEMBER 28, 2020

This was the conclusion reached in a June 2020, Quadient-commissioned survey of 2,000 telecom customers across the UK titled, “Is Telecoms Customer Experience Fit for Purpose in the Time of Covid-19?”. This has increased wait times and, in some cases, shut down systems. This would be a wrong assumption.

Customer Experience Management 52

Customer Experience Management Omni-Channel Self Service Customer Experience 52

Comm100

MAY 20, 2020

Today’s consumer wants choice. Worse still, if a customer reaches out on one channel, and then another, the agent has to spend time trying to find all the relevant information and piecing together the story from different channels. This slows down resolution speed and leads to much longer wait times. White Paper.

Omni-Channel 162

Omni-Channel Customer Service Knowledge Base Communication 162

LiveChat

NOVEMBER 16, 2018

Content may be of many different types – blog posts, videos, white papers, case studies, and more. While each content type has its pros and cons, the simplest type of content to create (and consume!) Long wait times did factor in, but speed of service was a distant second to the quality of service these customers were offered.

Poor Customer Service 45

Poor Customer Service Call Center Customer Service Representative Customer Care 45

Comm100

MAY 20, 2020

Today’s consumer wants choice. Worse still, if a customer reaches out on one channel, and then another, the agent has to spend time trying to find all the relevant information and piecing together the story from different channels. This slows down resolution speed and leads to much longer wait times. White Paper.

Omni-Channel 130

Omni-Channel Customer Service Knowledge Base Communication 130

Comm100

APRIL 6, 2020

Very few customer service teams can provide 24/7 support, yet today’s consumers are more demanding than ever when it comes to response times outside the 9-5 window. Rule-based automatic routing can instantly transfer a chat based on location, webpage visits, account data, pre-chat survey responses, and much more. White Paper.

Omni-Channel 130

Omni-Channel Customer Engagement Engagement Chatbots 130