DMG Consulting

FEBRUARY 5, 2020

2020 Contact Center Investment Priorities. 2020 is looking to be an outstanding year for contact center investments. IVA, bots, RPA, AQM, self-service, WFM, etc.) Do you plan or are you engaged in a digital transformation that includes digital and social media channels? in the next couple of years? Final Thoughts.

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. To ensure you stay ahead of the curve in the year to come, we have compiled a list of what we think will be the top five trends for the contact center in 2020. Live engagement customer service.

Omni-channel support 62

Omni-channel support Contact Center Virtual Agent Analytics 62

REVE Chat Blog

APRIL 8, 2020

Reduce customer churn – When you resolve the customer queries proactively with the help of self service options or by real time engagement tools, customers are more satisfied and there is a reduction in the churn rate. Deliver omnichannel support. How to increase customer satisfaction by delivering omni channel support.

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Omni-channel support Self service Chatbots Feedback 98

Kayako

SEPTEMBER 29, 2016

Customer service is incredibly important to any business. So important, even, that by 2020, it’s projected that customer experience will overtake price and product as the key brand differentiator. So it’s safe to say that customer service is important. Over 90 percent of customers expect access to self-service channels.

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Omni-channel support Customer Service Self service Customer retention 82

CSM Magazine

JUNE 12, 2020

According to customer service expert Shep Hyken, a majority of businesses believe that improving the total customer experience is a top priority and will overtake price and product quality as a key differentiator by 2020. Omni-channels. trillion dollars annually 4.

Customer Service 52

Customer Service Omni-channel support Virtual Agent Chatbots 52

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”. Customers expect support to be available 24/7.

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