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 Self service 62

DMG Consulting

FEBRUARY 5, 2020

2020 Contact Center Investment Priorities. 2020 is looking to be an outstanding year for contact center investments. The findings for the three questions were extremely positive and reflect the very upbeat attitude of enterprise executive and contact center leaders toward new technology investments. See Figure 1. .

Omni-channel support 87

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

TMP Direct

SEPTEMBER 23, 2021

Global CX technology spending is expected to reach $641 billion in 2022. The incredible growth of CX technology spending shows the huge demand from customers for digital solutions and that companies are willing to invest in future-ready systems. 76% of executives say improving CX is a high or critical priority. TMP’s role.

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Omni-channel support B2C Employee engagement Engineering 52

Hodusoft

FEBRUARY 29, 2024

MSPs must ensure that their call center is equipped with the right type of technology tools. Technical Complexity Dealing with diverse technical issues requires a highly skilled and knowledgeable support staff. Keeping up with the latest technologies and troubleshooting a wide range of problems can be demanding.

Call Center 52

Call Center Abandon rate call center software Omni-channel support 52

CSM Magazine

JUNE 12, 2020

Emergent technologies have forever changed traditional customer service support. 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.

Customer Service 52

Customer Service Omni-channel support Virtual Agent Chatbots 52

Kayako

JANUARY 5, 2017

How these channels are organized and how well connected they are plays a significant role in the customer’s journey and providing a consistent support experience. Multi-channel support can silo important customer history. It also means making all your support channels mobile accessible.

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