Serenova

JUNE 24, 2020

Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Organizations that deliver consistently positive customer experiences thrive through any crisis. But more channels does not equal an omnichannel experience.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Lumoa

JUNE 23, 2021

Artificial Intelligence Ever since 2016, the continuous advancements in technology have culminated in a disruption of contact centers on an industrial scale. These include customer service analytics, engagement hubs, the voice of the customer , virtual agents (live chat), and chatbots.

Cloud contact 83

Cloud contact Interactive Voice Response Contact Center Chatbots 83

Eptica

APRIL 8, 2016

Date: Friday, April 8, 2016 Technology with the human touch. Published on: April 08, 2016. In turn, this has revolutionized customer service , adding new channels and new expectations when individuals want to speak to brands.

Technology 49

Technology Multichannel Self service Chatbots 49

Fonolo

JANUARY 9, 2018

Research firm Ovum released a new edition of their great report, “Selecting a Multichannel Cloud Contact Center”. There are a ton of improved customer experiences to be gained… Since you only pay for what you use, there’s nothing for you to risk. ChatBots Step Up to the Plate. VPs & Directors of Customer Experience.

Call Center 65

Call Center Multichannel APIs Contact Center 65

Serenova

JUNE 24, 2020

Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Organizations that deliver consistently positive customer experiences thrive through any crisis. But more channels does not equal an omnichannel experience.

Call Center 40

Call Center Multichannel Contact Center contact center solutions 40

Talkdesk

JANUARY 19, 2017

These advances increase what customer experience teams can do, but that also comes with a rising level of customers expectations. Not too long ago, customers handled all of their communication with companies via the phone: bookings, support, payment, etc. Multichannel vs. omnichannel.

Contact Center 42

Contact Center Multichannel Chatbots Enterprise 42

Comm100

AUGUST 23, 2018

The following best practices set contemporary leaders in innovation apart from the pack and represent what exceptional customer service looks like in 2018. Organic Mobile Experiences Blur Channel Lines. Multichannel” and “omnichannel” have been buzzwords for years now. Chatbots Automate Exceptional Experiences.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

Eptica

NOVEMBER 1, 2017

Date: Wednesday, November 1, 2017 UK brands struggling with digital customer experience. But many companies – and even whole industry sectors - are struggling to cope with the sheer volume of customer contacts and queries. That’s one of the main conclusions of the 2017 Eptica Multichannel Customer Conversation Study.

Customer Experience 49

Customer Experience Multichannel Benchmark Advertising 49

RichCall

SEPTEMBER 13, 2017

ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016. Blake Morgan , Customer Experience Futurist and the host of the Modern Customer Podcast. Teresa Cottam. Self-service.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Eptica

FEBRUARY 1, 2017

Régine, you gave a fascinating speech at the Eptica 2016 Customer Day , looking at how digital transformation is impacting consumer behavior and expectations. Whatever the channel, the consumer is looking for a seamless, personalized experience that understands the context around their relationship, and is above all authentic.

Technology 58

Technology Multichannel Employee engagement Chatbots 58

Eptica

JULY 1, 2016

Date: Friday, July 1, 2016 Building a Customer Engagement Hub. Published on: July 01, 2016. Author: Pauline Ashenden Delivering a seamless, high quality customer experience is extremely complex. Orchestrating this changing landscape requires a new approach. Share this page on: Tweet.

Multichannel 50

Multichannel Contact Center APIs Enterprise 50

UJET

AUGUST 6, 2019

Website chats improved the customer experience by speeding up the process of connecting with support and providing agents with the ability to send links, save conversations, and resolve issues faster. Now, customers can deposit checks, transfer funds, and pay bills all from their device. Text will also benefit from chatbots.

Customer Support 78

Customer Support Chatbots Interactive Voice Response Entertainment 78

Comm100

DECEMBER 22, 2016

We hope your customer service department saw a lot of improvements in 2016. In this article, we’re going to give you a sneak peak at some of the customer experience trends that you can expect to see in the new year, and some tips on how you can put them into practice. Source: Multichannel Merchant.

Customer Service 34

Customer Service Benchmark Multichannel CRM 34

TechSee

NOVEMBER 20, 2017

A year ago we’ve written an article about leading bot solutions in the market place, as we went to update and looked through the top bot solution of 2016 it became clear we had to address the changes in the chatbot echo system, next wee we will follow up with the update on the bots solution to follow. Enter the bots.

Chatbots 117

Chatbots Customer Service Multichannel Scripts 117