DMG Consulting

FEBRUARY 5, 2020

2020 Contact Center Investment Priorities. 2020 is looking to be an outstanding year for contact center investments. Figure 1: Contact Center Technology Investment Priorities for 2020. This is interesting given the mega trend to improve the customer experience. Digital Transformation and Omni-Channel Support.

Omni-channel support 87

Omni-channel support Contact Center Interactive Voice Response Self service 87

InGenius

JANUARY 31, 2020

As January comes to a close, we wanted to have a look at what 2020 has in store for the contact center. Being a progressive industry driven by innovation and new technology, we can expect to see several trends emerging this year that propel the industry forward and have a significant impact on customer experience and agent productivity.

Omni-channel support 62

Omni-channel support Contact Center Virtual Agent Analytics 62

Kayako

JANUARY 5, 2017

In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Yet, relatively few contact centers have focused on providing a consistent customer experience. Multi-channel support can silo important customer history.

Omni-channel support 38

Omni-channel support Customer Service Customer Experience Multi-channel support 38