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Simplifying Multi-Channel Communication with Call Center AI Solutions

CSM Magazine

Why Multi-Channel Support Needs a Smarter Approach Customers today don’t think in terms of channels—they just want to reach your business in the easiest way possible. Connecting Conversations Across Every Touchpoint When support channels work in isolation, important context gets lost. One moment, they’re on live chat.

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From Asking to Knowing: How AI Is Replacing B2B Customer Surveys—Not If, but When

eglobalis

More strategically, CX teams need to plan for alternative feedback channels as traditional survey efficacy wanes. Multiple Stakeholders and Complex B2B Feedback Loops In complex B2B engagements, feedback is inherently multi-dimensional. or risk missing key insights from busy executives who have no patience for survey fatigue.

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Stream multi-channel audio to Amazon Transcribe using the Web Audio API

AWS Machine Learning

Multi-channel transcription streaming is a feature of Amazon Transcribe that can be used in many cases with a web browser. In this post, we guide you through how to use two microphones as audio sources, merge them into a single dual-channel audio, perform the required encoding, and stream it to Amazon Transcribe.

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Enhancing Customer Service in Multi-Channel E-Commerce with Cross-Listing Tools

CSM Magazine

Managing multi-channel e-commerce often feels like a constant race to fix problems, from overselling items to missing customer inquiries. Or maybe you’re swamped with customer inquiries across different channels and fail to keep up. What a way to ruin your mood for the day. The good news?

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Top 5 Things to Look For in a Workforce Optimization Solution

Speaker: Vicki Herrell, Executive Director, SWPP, & Steve Kosiba, Product Marketing Manager, Genesys

As your contact center becomes more complex with a growing number of communication channels and touchpoints, it’s more important than ever to have the right technology in place to support your workforce. With the right solution, multi-skill and multi-channel forecasting and scheduling become accurate and hassle-free.

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Multi-Location Review Management: A Guide for Growing Businesses

InMoment XI

Thats why growing businesses need a way to unify multi-location review management. Challenges in Multi-Location Review Management Managing reviews and online presence across numerous locations is a difficult task, and the larger you scale, the more complex the challenges grow. In the realm of reviews, this is certainly true!

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The New Reality: What’s Pressuring Global CX Leaders Today?

CX Journey

Customers Are Evolving Faster Than Companies Customers today are mobile, connected, and filled with expectations about the experience: it should be consistent, seamless, personalized, emotionally intelligent, and contextually relevant across every channel and market. The pressure? Stakeholders want to understand impact, not just intent.

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What Do Your Employees Need to Provide Outstanding Customer Experiences?

Speaker: Laura Sikorski, Contact Center Consultant

Your company is judged on how your staff relates to your customers on all channels. Your agents need to be autonomous, insightful, empathetic, engaging, and be available on any channel assigned, at any time and be able to simultaneously respond to your customers’ queries. How do you retain the human touch in the digital world?

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How Orvis Converted 58% of Returns into Exchanges with CX Insights

International, multi-channel retailer Orvis is known for superior outdoor equipment and customer satisfaction. Delivering white glove customer service to millions worldwide is a challenge, so Orvis turned to Khoros CX Insights to help identify and resolve friction points in the customer experience.