NICE inContact

JUNE 26, 2019

One top demand is for true omnichannel customer service , no matter the channel. Or better yet, the same agent speaking to them on chat easily can transition with them to phone or to other digital channels. To find out, we surveyed over 900 contact center decision makers.

Omni-Channel 149

Omni-Channel Contact Center Consumers Report 149

NICE inContact

OCTOBER 2, 2019

The next year should be one of substantial investment by businesses in their service channels, and that’s great news for their customers. This is just one of the many insights we discovered when we surveyed more than 900 global contact center leaders about key customer experience topics, including near-term investment plans.

Self Service 150

Self Service Omni-Channel Contact Center eBook 150

NICE inContact

JUNE 14, 2017

I’ve got some good news for you, we can help you gain some insight into how consumers are feeling about customer service interactions. More than 700 customers were surveyed about their recent experiences using different contact channels (voice, email, chat, SMS, social media, video, web self-service, and IVR).

Omni-Channel 145

Omni-Channel Customer Expectations Self Service Meeting 145

Qualtrics

JANUARY 28, 2020

Fast and effective responses are critical at all times and across all channels. Fortunately, customer service support teams have an array of contact methods and customer experience (CX) tools to improve communication and enhance satisfaction levels. Transform your contact center for the experience economy.

Communication 24

Communication Chatbots Multi-Channel Case Study 24

InMoment XI

DECEMBER 7, 2023

CX is a multi-layered concept, and to truly understand customer experience at scale, you need to have a good understanding of customer experience KPIs and metrics. It also involves collecting and connecting customer experience data from every touchpoint and channel for a complete view of the customer journey.

Metrics 260

Metrics Net Promoter Score Measurement Effort Score 260

Comm100

DECEMBER 11, 2017

Customer experience is described as the sum total of all the experiences and interactions that the customer has had from your business relationship. Generally speaking, a customer’s first point of contact with a business is either via the phone, email or one-on-one interactions. Customer-Focused Culture.

Customer Experience 118

Customer Experience Social Media Self Service Multi-Channel 118

Kustomer

OCTOBER 4, 2021

When agents work with leaders who value empathy and relationship building in the workplace, that trickles down to their customer interactions. What’s important for getting AI to work is to learn from previous customer interactions, figure out what worked and what didn’t, and then to teach your AI how to distinguish those types of outcomes.

Chatbots 105

Chatbots Contact Center Omni-Channel Consumers 105

Avaya

APRIL 24, 2017

Consider that a typical customer now owns three personal mobile devices , each with anywhere from 10 to 20 downloaded apps. Businesses increasingly understand this fact, and they’re taking the necessary steps to ensure they can deliver consistent, contextualized experiences across various channels and devices.

Customer Journeys 59

Customer Journeys Analytics Multi-Channel Contact Center 59

TechSee

APRIL 7, 2020

A field technician or contact center agent sends a link to the customer to initiate a live video stream. The solution is web-based, meaning no app download, installation or account login is required. One customer received help with her mini box – a device that enables multi-room viewing. Samsung: Driving Digital Adoption.

Hospitality 124

Hospitality Multi-Channel Groups Consumers 124

AWS Machine Learning

JUNE 7, 2023

In this post, you will learn how Test Workbench streamlines automated testing of a bot’s voice and text modalities and provides accuracy and performance measures for parameters such as audio transcription, intent recognition, and slot resolution for both single utterance inputs and multi-turn conversations. Choose Create test set.

Chatbots 77

Chatbots Multi-Channel Metrics Measurement 77

Avaya

APRIL 3, 2017

Think about it: if customers aren’t connecting with a brand using one of their three personal mobile devices , they’re leveraging a myriad of other channels and connected platforms to research, communicate and engage. The average consumer today uses a combination of the above channels to engage with his or her favorite brands.

Customer Journeys 57

Customer Journeys Contact Center Data Omni-Channel 57

Vonage

FEBRUARY 23, 2016

To avoid this predicament, it’s critical that you seamlessly link your channels of communication, so everyone in your service organisation is always on the same page. The best way to keep customer interactions streamlined is to use a single, centralised platform to track and assign incoming queries. Which channels are the most popular?

Omni-Channel 120

Omni-Channel Tips Communication Study 120

TechSee

JULY 14, 2021

The technology has ushered in the age of virtual ‘multi-sense’ assistants that can see, hear, read and interact naturally with customers. Donna Fluss , President of DMG Consulting LLC and an industry expert in IVAs, self-service and contact center automation. Donna Fluss: The state of the world changed the business.

Self Service 207

Self Service B2B Video Contact Center 207

Vonage

DECEMBER 6, 2018

Now, more than ever, deploying an effective omni-channel strategy is critical to business success. According to research by the Aberdeen Group, companies with strong omni-channel customer engagement retain an average 89 percent of their customers, compared to just 33 percent for those companies without. Management.

Omni-Channel 145

Omni-Channel Multi-Channel Self Service Strategy 145

Comm100

FEBRUARY 5, 2018

But how were companies to manage, track, and convert an ever-growing number of interactions into revenue? Ultimately, the umbrella of customer engagement technology covers any software that helps businesses manage and/or foster customer communications and interactions (i.e. engagement). And what makes them different?

Social Media 123

Social Media CRM Self Service Software 123

Comm100

FEBRUARY 6, 2018

And it’s not just the cost per agent or interaction that companies need to take into account — deployment costs can also vary per software. Salesforce features a robust reporting system, advanced customization options, and a powerful database that keeps track of contacts across channels. Restaurants. Travel and Tourism.

Software 105

Software Customer Engagement Engagement Omni-Channel 105