InGenius

JANUARY 31, 2020

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. Live engagement customer service. Contextualized omni-channel support.

Omni-channel support 62

Omni-channel support Contact Center Virtual Agent Analytics 62

DMG Consulting

FEBRUARY 5, 2020

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? This is interesting given the mega trend to improve the customer experience. Digital Transformation and Omni-Channel Support. Final Thoughts.

Omni-channel support 87

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

DMG Consulting

MAY 3, 2019

Flex scheduling, agent self-service empowerment, and adaptive real-time scheduling capabilities are the new standard of WFM and key competitive differentiators. Agents also experience “variances to plan,” and must be able to self-adjust their schedules in real time in response to unanticipated events.

Omni-channel support 67

Omni-channel support Contact Center Self service Analytics 67

CSM Magazine

JUNE 12, 2020

As retail automation technology takes quantum leaps forward (see Figure 3), companies that provide value-driven information across multiple touchpoints will differentiate themselves from those who employ single channel or siloed environments. Omni-channels. Artificial Intelligence. trillion dollars annually 4.

Customer Service 52

Customer Service Omni-channel support Virtual Agent Chatbots 52