Pointillist

SEPTEMBER 28, 2021

The pressure to reduce contact center costs is immense. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. Contact centers are now considered more than just service centers. Omnichannel Interaction Data is Siloed or Nonexistent.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

Vonage

MARCH 11, 2016

Melanie, a Verizon Wireless technical support rep, took a minor frustration and turned it into a great experience. It was a very omnichannel experience. Read on to learn what Melanie did, why other channels would have failed, and how Verizon Wireless empowered Melanie to make it happen. She did it primarily over the phone.

Omni-Channel 120

Omni-Channel Wireless Contact Center Average Handle Time 120

Verint

OCTOBER 10, 2017

And we believe the best solutions are omnichannel. They work just as well with data and voice communications and are equally accessible from wired and wireless devices. The bolded items comprise the core elements of a complete customer engagement suite.

Customer Journeys 28

Customer Journeys Customer Engagement Self Service Engagement 28

TechSee

APRIL 10, 2019

Oftentimes, the best business cases are those that both increase customer satisfaction and cut costs by reducing contact center enquiries or technician dispatches. Comcast – Omnichannel support. This omnichannel CX is increasingly expected by today’s customers. Boost revenues? Drive long-term loyalty?

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

Calabrio

JANUARY 6, 2016

CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. When it comes to the power of IoT and data, it’s high time customer engagement gets involved, and it all begins with the contact center. Here are my 7 predictions and key advice on where the contact center is going in 2016 and beyond.

Customer Engagement 133

Customer Engagement Omni-Channel Engagement Self Service 133

Pointillist

JANUARY 19, 2022

Perhaps marketing captures social media engagement, the contact center measures agent transfers and first contact resolution, and the mobile product owner tracks completion rates. Typically, wireless providers gauge customer satisfaction with online diagnostic tools or agent-supported channels like live chat or a phone call.

Customer Journeys 75

Customer Journeys Measurement Effort Score Self Service 75

Answer Dash

APRIL 17, 2020

Understanding customer experience management Customer experience is the sum total of every interaction a customer has with your business, from seeing your logo on a billboard to humming along to the hold music when they use your contact center.

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66