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See an omni-channel contact center in action

Vonage

Sure, but only if the customer gets treated right across the board — at any point, on any channel (even by that new chatbot your boss keeps mentioning). The answer is omni-channel contact center solution that allows businesses to route interactions through email, chat, SMS, video and social channels seamlessly.

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Is Omni-Channel the Unicorn of Modern CX?

InMoment XI

Customers Expect More Delivering omni-channel experiences has been a hot topic in the CX industry for a number of years. Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. The reason that we keep talking about it is that very few have actually achieved. View Article

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Don’t drop the omni-channel baton and win the CX relay race 

Adrian Swinscoe

Managing the hand-over from bot to agent is like taking part […] The post Don’t drop the omni-channel baton and win the CX relay race first appeared on Adrian Swinscoe. This is a guest post from Jim Davies, (former) Chief Experience Officer (CXO) at Calabrio.

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Is Omni-Channel the Unicorn of Modern CX?

InMoment XI

Customers Expect More Delivering omni-channel experiences has been a hot topic in the CX industry for a number of years. Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. The reason that we keep talking about it is that very few have actually achieved. View Article.

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Brick & Mortar Retail Relevance: How to Stay Ahead of the Curve

Speaker: Jay Black, Senior Account Executive

Faced with the digital age and the demands of omnichannel shopping, some retailers are thriving while others are struggling to adapt. Let's set the record straight: in-store retail isn't dead - it's evolving!

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How to Create an Omni-Channel Customer Journey Map in Retail

GetFeedback

Creating an amazing customer experience through omni-channel customer journeys that engage your prospects where they are and help shuttle them through your sales funnel. Deliver an omni-channel experience. Using Customer Journey Mapping to Create an Omni-Channel Experience. Retail is changing in 2018.

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Omni-Channel – 2nd guide (extra content)

GetFeedback

Extra Content Why Omni-Channel Service Is Pulling Ahead Putting the right people and processes in place seems like an obvious path to.

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How Government Services Can Provide Better Citizen Satisfaction & Experience

Our omnichannel and digital contact center solutions are designed to supply superior CX, reducing costs and maximizing efficiency. Attention government agencies and BPO partners! CXperts is your go-to solution for improving citizen experience. Plus, we are a Minority Owned Business (MBE).

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Improving the Agent Experience: Top 6 CSR Complaints & How Omnichannel Solves Them

Find out the top 6 CSR complaints at work and how you can resolve these issues with an omnichannel customer service platform. Your customer service agents are the voice of your brand and have a huge impact on every stage of the customer journey – and yet the agent experience is still often overlooked.

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Customer Engagement 2021: Why the Digital Journey Changes Everything & How to Keep Up

Digital omnichannel customer service. This guide will answer all your digital omnichannel questions and help you to structure your digital customer journey around the needs and preferences of today’s consumers. Haven’t heard of it yet? Your competitors probably have.

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Customer Context at the Speed of the Conversation

Reliable communications are mission critical - leading companies are tapping into cloud technology by moving to an omnichannel contact center that lowers costs, plus streamlines IT support processes and the management of hosted software and infrastructure.

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8 Contact Center Trends to Watch in 2020

Over the last decade, many of the trend predictions for contact centers have revolved around AI, omnichannel technology, digital transformation, a growing focus on employee experience, and the evolution of analytics. What does 2020 look like for this industry?

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How to Address the Needs of the Next Generation of e-Commerce Customers

Speaker: Jenn VandeZande, Head of Digital Engagement Strategy at SAP Customer Experience | Beth Scott, VP, Business Operations - Supply Chain | Nikki Grigsby, PHR, Chief Operations Officer at Syndigo | Levana Wang, Content Creator, Gen Z Expert

Furthermore, there's the growth of social commerce, evolution of omnichannel commerce, in-store transformation, and online/offline hybridization, all of which are becoming e-Commerce trends that will inevitably shape the 2022 innovation landscape.

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Ramping-up Your Digital CX Strategy: Adaptation of Omni Channel and Conversational Support

Speaker: Michael McMillan - Customer Experience Expert, TEDx Speaker, and Author

Learning objectives: Review and pinpoint challenges in your CX strategy Learn how SaaS products are changing CX and UX Recognize and personalize your customers' needs and preferences Setting your DCX goals Best practices for implementing a customer-centric digital strategy and ensuring seamless interactions across channels The role of conversational (..)

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Mastering Omnichannel CX: A Success Guide

Companies with strong omnichannel strategies retain 56% more customers than those without them. Read this guide to learn what omnichannel customer service is, if it’s right for your organization, and how to make it successful so you can get a (very large) step ahead of your competitors.