Beyond Philosophy

MAY 15, 2017

Effectively managing their responses will create a ripple effect, much like the word-of-mouth of yore and build the foundation for that WOW experience everyone seeks. Omni-channel Support – Despite what the statistics say, customers still want to touch and feel the product that they are buying.

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Win the Customer

DECEMBER 15, 2015

According to research by Gartner, 89 percent of executives are betting on customer experience as their primary mode of competition before the end of 2016. At the end of 2014, Forrester reflected on current and rising trends in customer service including omni-channel support.

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Kayako

JANUARY 5, 2017

According to Forrester Research , “only 36% of contact centers have implemented multichannel integration to provide consistent experiences; 70% do not train agents to support multiple channels, and 56% do not offer an agent-facing knowledge management solution”. Multi-channel support can silo important customer history.

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