NICE inContact

AUGUST 6, 2019

Today in most company’s ownership of digital channels is siloed outside the contact center, typically in marketing. Marketing staff assigned to monitor these channels lack all the necessary skills to provide timely and complete answers The focus of marketing when monitoring digital channels is for brand reputation, not service.

Self Service 159

Self Service Omni-Channel Contact Center Fashion 159

NICE inContact

AUGUST 6, 2019

Today in most company’s ownership of digital channels is siloed outside the contact center, typically in marketing. Marketing staff assigned to monitor these channels lack all the necessary skills to provide timely and complete answers The focus of marketing when monitoring digital channels is for brand reputation, not service.

Self Service 136

Self Service Omni-Channel Contact Center Fashion 136

Kustomer

JANUARY 14, 2021

He says, “So when you think about your support as a business and how you’re enabling your customer, educating your customer and supporting your customer, you have to do that through many different lenses, through many different channels.” And you drive consistency for those channels. Are we sharing the same message? Ed Porter: (08:12).

Omni-Channel 81

Omni-Channel How To Multi-Channel Contact Center 81

Comm100

FEBRUARY 6, 2018

Company Seeks Omnichannel Customer Support Software. Salesforce features a robust reporting system, advanced customization options, and a powerful database that keeps track of contacts across channels. Salesforce has been successful as a mobile customer service application, meeting the increasing demands of businesses and customers.

Software 106

Software Customer Engagement Engagement Omni-Channel 106

Kustomer

JUNE 12, 2020

Treating your customers with compassion and good old fashioned kindness are now must-haves, not should-haves. Ensure they have a full-spectrum, omnichannel view of customer history, enabling them to treat people like valued humans, not tickets. 70% of buying experiences are simply based on how the customer feels they are being treated.

Customer Experience 59

Customer Experience Multi-Channel e-support Self Service 59

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? Initially customers wanted to talk, see, and meet who was providing a service.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40