Playvox

FEBRUARY 27, 2023

When contact center managers look to decrease overhead, they think first to eliminate manual processes through automation. Balancing S ervice Levels with Customer Demands While these are some of the smartest actions a contact center manager can take, they are also some of the hardest to execute well.

Omni-Channel 75

Omni-Channel Contact Center Management Multi-Channel 75

inQuba

MAY 23, 2022

Customer Journey Management is the process of discovering and optimizing your customers’ journeys as they interact with your brand, to improve customer experience and achieve positive business outcomes. Is Journey Management really important? As such, their journeys are multi-touch, omni-channel and cross functional.

Customer Journeys 98

Customer Journeys Omni-Channel Management Multi-Channel 98

CloudCherry

APRIL 5, 2019

Omni-channel – just because there is a channel available to market into, doesn’t mean you should. If you aren’t addressing the value in both areas it will be difficult to manage the expectations the new age consumer will have. Request a free demo.

Omni-Channel 278

Omni-Channel Marketing Customer Experience B2B 278

Playvox

JUNE 28, 2022

Customers now expect to do business with an omnichannel contact center that delivers consistent and seamless customer experiences regardless of the channel they use. We’ll reveal how a modern workforce management (WFM) solution built with the digital customer in mind helps you get there. What Is An Omnichannel Contact Center?

Contact Center 84

Contact Center Omni-Channel Tools Contact Center Software 84

SurveySparrow

SEPTEMBER 20, 2021

That is what experience management is about. That’s why you need experience management software. So in this article, we will give you an overview of the top 10 experience management tools and some of their best features. The top 10 experience management software. Experience Management Software: Selection Criteria.

Omni-Channel 52

Omni-Channel Software Tools Management 52

Ecrion

DECEMBER 8, 2020

What Is Omnichannel Marketing? | Multichannel vs. Omnichannel Marketing | Reap the Benefits of Omnichannel Marketing. But the problem with these channels is they’re static. Omnichannel marketing is an innovative new way to merge the digital and physical marketing realms. What Is Omnichannel Marketing?

Omni-Channel 98

Omni-Channel Marketing Social Media Advertising 98

NICE inContact

AUGUST 16, 2016

In truth, the typical Gen-Xer preference and expectation for an omni-channel experience may be catching up with Millennials. Businesses might consider building solutions that bridge Boomers and Gen-Xers to their best Millennial-worthy, digital customer experience. Register today ! Guest blog post from our friends at Verizon.

Omni-Channel 121

Omni-Channel Customer Experience Conference Retail 121

AWS Machine Learning

MARCH 1, 2024

Genesys Cloud (an omni-channel orchestration and customer relationship platform) provides a contact center platform in a public cloud model that enables quick and simple integration of AWS Contact Center Intelligence (AWS CCI) to transform the modern contact center from a cost center into a profit center. Save your configuration.

Chatbots 97

Chatbots Self Service Omni-Channel Contact Center 97

SurveySparrow

JUNE 19, 2023

Customize surveys with ease using smart logic and reach respondents through various channels for maximum impact. Suitable for: Small to large businesses Omnichannel feedback collection: Share surveys via email, social media, web links, embedded options, scannable QR code, and email embed. It’s all possible with CultureAmp.

Omni-Channel 52

Omni-Channel Employee Engagement Multi-Channel Social Media 52

Oracle

APRIL 23, 2019

SmarterCX presents the Smarter Demos series , a 2-minutes-or-less look at some of the most innovative CX technologies and how they work. In this 10th video on the Smarter Demos series, we take a look at some of the latest in omnichannel retail technology. Is your company doing a good job of capturing customer information?

Analytics 45

Analytics Loyalty Rewards Programs Retail 45

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? The secret lies in effective escalation management, a crucial aspect often overlooked. This is where escalation management comes into play.

Call Center 105

Call Center Management Contact Center Wait Times 105

Comm100

NOVEMBER 23, 2022

Personalized support through omnichannel expands. Omnichannel customer engagement software offers a solution. Omnichannel platforms connect every channel together so agents gain a 360-degree view of every customer they speak. The personalization opportunities of omnichannel are only limited by the services connected.

Trends 215

Trends Customer Service Chatbots Omni-Channel 215

Oracle

MAY 21, 2019

SmarterCX presents the Smarter Demos series , a 2-minutes-or-less look at some of the most innovative CX technologies and how they work. In this 14th video in the Smarter Demos series, we take a look at some of the latest CX tech innovating the automotive experience. To view the full Smarter Demos series, visit [link].

Automotive 84

Automotive Innovation Video Consumers 84

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). What is Workforce Management for Call Centers?

Call Center 52

Call Center Management Contact Center Omni-Channel 52

Oracle

MARCH 26, 2019

SmarterCX presents the Smarter Demos series , a 2-minutes-or-less look at some of the most innovative CX technologies and how they work. In this 6th video on the Smarter Demos series, we take a look at some of the latest in omnichannel retail technology.

Competitive Advantage 40

Competitive Advantage Sports Omni-Channel Retail 40

Comm100

DECEMBER 2, 2021

Omnichannel expectation. In 2022, financial services will step up to the mark and catch up with other industries, investing in technology that allows them to offer customers the array of digital channels they have to expect – and omnichannel will be at the core of this. Read more – Comm100 Live Chat Routing.

Financial 232

Financial Trends Customer Experience Chatbots 232

inQuba

JULY 3, 2022

Customer Journey Management is the process of discovering and optimizing your customers’ journeys, to improve customer experience and achieve positive business outcomes. Today’s CX practitioners are employing Customer Journey Management to discover and optimize their customers’ journeys, and they’re seeing conclusive business results.

Customer Journeys 52

Customer Journeys Analytics Omni-Channel Multi-Channel 52

Lumoa

APRIL 28, 2024

Customer experience platforms make it possible to manage all the customer data in one platform and reach out to them when they need it. Platform Overview Medallia is a cloud-based CX management software that provides survey features, sentiment analysis, social listening, and AI-powered insights.

Self Service 208

Self Service Customer Journeys Feedback Analysis 208

InMoment XI

JANUARY 12, 2024

Here is a breakdown of how conversation intelligence operates: Data Collection: Conversation intelligence platforms can work as part of an omnichannel contact center to gather data from various sources, including audio recordings of phone calls, video conferences, chat transcripts, emails, and other written communication channels.

e-support 260

e-support Healthcare Multi-Channel Call Center 260

Comm100

MARCH 21, 2022

With that said, there are still many ways that governments can break down these silos, with digital omnichannel platforms being one. Using a digital platform like Comm100 Omnichannel , every digital communication channel is connected through one unified platform. Set clear customer service expectations .

Government 169

Government Omni-Channel Wait Times CRM 169

BirdEye

MAY 16, 2024

As customers are shopping more omnichannel than ever, providing a seamless, frictionless experience across channels can give you a competitive edge. Birdeye – all-in-one platform Automate Reviews, Ratings, Listings & Reputation Management with Birdeye. Get started for free WATCH DEMO 2.

Retail 52

Retail Omni-Channel Social Media Customer Satisfaction 52

Comm100

NOVEMBER 23, 2021

Comm100 integrates with Salesforce CRM and Dynamics 365 CRM to streamline the management of lead creation when agents are chatting with new customers. Easy access to CRM fields means that returning customers can be automatically routed to their account manager for truly personalized service. Read More: Comm100 Live Chat Integrations.

Chatbots 225

Chatbots Customer Experience Multi-Channel CRM 225

Oracle

JULY 2, 2019

SmarterCX presents the Smarter Demos series , a 2-minutes-or-less look at some of the most innovative CX technologies and how they work. In this 18th video in the Smarter Demos series, we take a look at some of the latest CX tech that predicts asset maintenance with machine learning. To view the full Smarter Demos series, visit [link].

Video 45

Video Analytics System Innovation 45

Ecrion

OCTOBER 31, 2019

In thinking about how to improve your customer service strategy, you’re looking into both omnichannel customer service solutions and multichannel ones. Read on to learn more about the difference between multichannel and omnichannel approaches to customer communication and service. What Is Omnichannel Customer Service?

Omni-Channel 52

Omni-Channel Customer Service Multi-Channel Social Media 52

NICE inContact

JULY 5, 2019

I had the chance to talk to managers, supervisors and agents from the USA, UK, Brazil, Tokyo, New Zealand, Philippines – and lots of fellow Canadians too. Hot topics: Digital and omnichannel. The agent gets a truly unified desktop that brings together all channels – over 30 digital and voice channels, and all related applications.

Contact Center 139

Contact Center Omni-Channel CRM Innovation 139

BirdEye

OCTOBER 16, 2023

Communicating the benefits of being on Google Business Profile, Social media, webchat, and other omni-channel communication methods is essential. So, we’ve had a very long history like you said in online reputation management. That’s a lot of different tools that help you end clients to manage their business.

Omni-Channel 62

Omni-Channel Multi-Channel Social Media Communication 62

Team Support

DECEMBER 20, 2023

Embrace Omnichannel Support In 2024, customers expect seamless support across various channels. Whether it's email, live chat, telephone support, or online forms, providing consistent and integrated support across these channels is crucial. Want to make this year the best one yet?

Omni-Channel 108

Omni-Channel Social Media Training Feedback 108

Oracle

JUNE 19, 2019

SmarterCX presents the Smarter Demos series , a 2-minutes-or-less look at some of the most innovative CX technologies and how they work. In this 16th video in the Smarter Demos series, we take a look at some of the latest CX tech for HR departments and employees. To view the full Smarter Demos series, visit [link].

Self Service 40

Self Service Video Omni-Channel Innovation 40

Oracle

DECEMBER 11, 2018

SmarterCX is proud to present the Smarter Demos series , a 2-minute-or-less look at some of the most innovative CX technologies and how they work. The third video in the Smarter Demos series features an example of a connected patient experience. ” Or, view more in our Smarter Demos series at smartercx.com/smarterdemos.

Connections 40

Connections Healthcare Video Innovation 40

Oracle

NOVEMBER 19, 2018

SmarterCX is proud to present the Smarter Demos series , a 2-minute-or-less look at some of the most innovative CX technologies and how they work. The second video in the Smarter Demos series features an example of a retail chatbot that harnesses artificial intelligence. What is the inventory status for each and every store?

Chatbots 40

Chatbots Retail Video Innovation 40

Comm100

FEBRUARY 2, 2022

Be everywhere your customers need you with omnichannel . In fact, over 20% of Gen Zers say that they prefer engaging with brands on social media over any other channel. The key to connecting your digital support channels is with a digital omnichannel customer engagement platform.

Customer Service 130

Customer Service Strategy Omni-Channel Chatbots 130

inQuba

JUNE 21, 2022

inQuba has become the first company to offer a fully integrated WhatsApp and SMS omni-channel journey solution, ensuring seamless and positive customer experiences. Book a demo now. Book a demo. Continue your journey with these great resources, or book a demo now. inQuba WhatsApp. CASE STUDY.

Omni-Channel 52

Omni-Channel Retail Telecommunications Banking 52

Playvox

JANUARY 25, 2024

Are you taking the right steps to evolve toward workforce engagement management? Workforce optimization tools automate the operational performance management processes, providing added muscle to workforce management (WFM), quality management (QM), agent coaching , analytics, and reporting. What is Workforce Optimization?

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

Comm100

FEBRUARY 17, 2022

Students’ sky-high support expectations The support expectation gap How higher education can meet student support expectations Live chat in higher education Chatbots in higher education Social media in higher education Omnichannel student support in higher education. The solution: Omnichannel student support.

Meeting 130

Meeting Social Media Chatbots Omni-Channel 130

Playvox

MARCH 29, 2022

As one of the newest terms to enter the contact center space, workforce engagement management (WEM) is much more than a simple change in the words we use. So what is workforce engagement management? Why Workforce Engagement Management Matters. Workforce engagement management products get to the heart of human motivation.

Engagement 60

Engagement Management Contact Center Competitive Advantage 60

Comm100

FEBRUARY 17, 2022

Here are the key digital channels and technology that schools must offer to meet support expectations: Live chat Chatbots Social media Omnichannel. Chatbots that are powered by AI can manage even more queries as they are able to understand intent, enabling them to respond to more types of questions, more effectively. Next steps.

Meeting 130

Meeting Social Media Chatbots How To 130

Comm100

FEBRUARY 17, 2022

Here are the key digital channels and technology that schools must offer to meet support expectations: Live chat Chatbots Social media Omnichannel. Chatbots that are powered by AI can manage even more queries as they are able to understand intent, enabling them to respond to more types of questions, more effectively. Next steps.

Meeting 130

Meeting Social Media Chatbots How To 130