article thumbnail

The Future of Omnichannel Starts Today: 4 Omnichannel Strategies that Will Help You Stay Ahead of the Curve in 2021

SharpenCX

COVID-19 threw a wrench in the year 2020, and every industry has felt its effects. Customer Experience is no exception. The companies that have slid through 2020 with the fewest bruises are the ones that already had strong omnichannel systems in place. Read Next] Knowledgeable and friendly agents earn customers for life .

Chatbots 128
article thumbnail

Successful Digital Transformation Requires Balancing CX and ROI Objectives

3CLogic

Case in point, one in three companies began using live chat and interactive voice response (IVR) channels for the first time this year (2020). At the same time, while the adoption of digital channels has grown, 40% of customers will ultimately elect to contact a call center agent for assistance, especially if the inquiry is complex in nature.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

The Evolution of Customer Experience in the Travel Industry

BlueOcean

In the midst of change brought on by the last year, the data tell us people are willing to wait longer on the phone in order to have a human interaction, whereas before 2020, they might have opted for self-serve or automation when faced with long hold times. Call Centers Go with the Flow.

article thumbnail

Everything You Need to Know About Auto Attendant

Hodusoft

billion in 2020 to USD 6.7 As per a study conducted by the Aberdeen Group, auto attendant technology can reduce customer service costs by up to 30 percent. Auto attendants can also provide callers with information about branch locations, ATM locations, and account services.

article thumbnail

To Bot or Not to Bot? Key Areas for Your Business to Implement Voice Self-Service

3CLogic

It’s no surprise then that leading companies are adopting voice self-service solutions in addition to their IVR solutions to not only manage call volume but provide a higher quality of customer service and improve call agent performance. Voice self-service takes it a step further.

article thumbnail

Better Together (Blog#3)

Enghouse Interactive

Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. planned, 38.7%

article thumbnail

4 Tips to Improve Customer Experience Management (And Why You Should)

3CLogic

Be sure to consider that your customers are savvier, your competitors are adapting, and your legacy system is holding you back. Customers Demand A Seamless Experience. During 2020 and 2021, customers rapidly moved to digital-first interactions, creating a permanent change in the ways companies approach customer experience.