2016 Best practices Multichannel Personalization 
Serenova
JUNE 24, 2020
What Is the Difference Between a Multichannel Contact Center and an Omnichannel Contact Center? Organizations are increasingly adding multichannel options to their contact centers, including web chat, SMS and social media. The difference between a multichannel contact center and an omnichannel approach is in the integration.
Serenova
JUNE 24, 2020
What Is the Difference Between a Multichannel Contact Center and an Omnichannel Contact Center? Organizations are increasingly adding multichannel options to their contact centers, including web chat, SMS and social media. The difference between a multichannel contact center and an omnichannel approach is in the integration.
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Eptica
OCTOBER 19, 2016
Date: Wednesday, October 19, 2016 Falling through the gaps – email and the insurance industry. Published on: October 19, 2016. Use technology such as linguistics to help analyze incoming emails and automatically suggest template answers that agents can personalize before sending. Automate what you can. Share this page on: Tweet.
Eptica
FEBRUARY 12, 2016
Date: Friday, February 12, 2016 Has UK customer service turned a corner? Published on: February 12, 2016. The personal touch in customer service Going beyond the figures, the UKCSI investigated how customer priorities are changing, based on 34 criteria. If you are attending, do come and visit us on stand 2.
Eptica
DECEMBER 23, 2015
Obviously, it is impossible to test every eventuality in the run up to Christmas, but make sure you’ve followed customer service best practice and looked at the obvious areas in good time, so that you can fix any gaps before they escalate into disasters. Be clear Clarity is also vital at Christmas. Share this page on: Tweet.
Serenova
JUNE 24, 2020
What Is the Difference Between a Multichannel Contact Center and an Omnichannel Contact Center? Organizations are increasingly adding multichannel options to their contact centers, including web chat, SMS and social media. The difference between a multichannel contact center and an omnichannel approach is in the integration.
Eptica
NOVEMBER 16, 2017
The 2016 version of the research did a deep dive on this and discovered that just 23% of those 100 brands provided consistent answers over two channels. I know personally from a number of recent site visits that chat resources are put ‘back on the phones’ when demand gets busy. Why are we robbing Peter to pay Paul?
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