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The Omnichannel Contact Center: A Guide for 2020 (with Actionable Tips)

Serenova

Omnichannel Contact Centers: the Why and How in 2020. Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Effectively seizing the opportunity takes an omnichannel cloud contact center. Integrate Tools.

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The Omnichannel Contact Center: A Guide for 2020 (with Actionable Tips)

Serenova

Effectively seizing the opportunity takes an omnichannel cloud contact center. What Is an Omnichannel Contact Center? Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. And the truth is, most contact centers aren’t there yet.

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Omnichannel Call Center: A Guide for 2020 (with Actionable Tips)

Serenova

Effectively seizing the opportunity takes an omnichannel cloud contact center. Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. What Is the Difference Between a Multichannel Contact Center and an Omnichannel Contact Center?

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The Work-from-Home Revolution & the Engagement Challenge

VocalCom

For a successful and quick transition to a remote work setting, technology is, as always, the answer. Cloud technology is critical to provide access to the same tools and data in real time from multiple contact centers, including at home agents, while answering the challenges of quick deployment, security and scalability.

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7 Trends Shaping the Customer Experience in 2019

VocalCom

A recent Walker study revealed that by 2020, customer experience will overtake price and product as significant brand differentiators. Oracle states that 8 out of 10 businesses have already implemented or are planning to adopt AI as a customer service solution by 2020. Expect to see AI as a power tool for personalization.

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Is Your Brand Meeting These 6 Customer Expectations?

VocalCom

For this reason, your brand must balance digital and human assistance, ensuring that technologies function seamlessly and that humans are available to support customers when needed. As a Walker study affirms, by 2020 customer experience will overtake price and product as the key brand differentiator. Timeliness.

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5 Ways AI Can Drive Proactive Customer Service

VocalCom

While artificial intelligence helps brands deliver personalized customer experiences, the technology also offers another major benefit: proactive customer service. Then, use the technology to offer customers personalized recommendations based on their purchase history. Use text analytics to offer superior service.