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Customer Service Trends 2017: An Effortless Customer Experience is Vital for Loyalty

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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Omni-channel support Customer Service Customer Experience Multi-channel support 38
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Customer Service in the Digital Age

CSM Magazine

JUNE 12, 2020

The IMA’s Statement on Management Accounting (SMA) Value Chain Analysis for Assessing Competitive Advantage (issued in March 1996) states, “The value chain approach for assessing competitive advantage is an integral part of the strategic planning process. Omni-channels. Roesler, Peter (2017). Global Ecommerce 2019.

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Customer Service Omni-channel support Virtual Agent Chatbots 52
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