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CX that Fits Like a Glove? Top 6 Takeaways from Netomi’s eCommerce Customer Service Benchmark Report

Netomi

Here, we share our top findings from Retail is Attention to CX Detail: eCommerce Customer Service Benchmark Report. To connect with customers wherever they are, a robust multichannel support strategy that spans channels is key because this is where the modern customer is. CX + eCommerce + AI = A Powerful Trio.

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The State of Customer Service Report: 500+ leaders benchmark their support

CSM Magazine

Learn which new channels they are spending their budget on and gain direct insight from customer support executives on chatbots, scalability, multichannel integration, personalization, proactive care and much more!

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How 2021 Looks for Contact Centers? | With Steve Bederman

NobelBiz

Steve Bederman was invited on the Benchmark Portal Podcast, moderated by Bruce Belfiore. We have been talking about Multichannel and Omnichannel for a long time. In fact during the period when multichannel was talked about. This change for the industry from MultiChannel to Omnichannel happened without that period of adoption.

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A Foundation for Exceptional Digital Self-Service Design

COPC

Global Benchmarking Series | Customer Experience COPC research shows that most customers prefer human-assisted support channels over self-service channels. Global Benchmarking Series | Customer Experience Ten percent of customer interactions began in self-service, but only 4% finished in self-service.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

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COPC Inc. Partners with Execs In The Know to Examine the Multichannel Customer Experience

COPC

is partnering with Execs In The Know , a global network of customer management professionals, to conduct the fourth annual Customer Experience Benchmarking (CXMB) Series. Working together, we are surveying consumers about their experiences and perceptions in a multichannel environment. The post COPC Inc.

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What You Need to Know About Omnichannel

NICE inContact

multichannel customer service? Looking at year-over-year industry statistics from the yearly Dimension Data Customer Experience Benchmarking, the […] How is omnichannel customer service different from (or: better than?) Here’s the basics on what’s what between “multi” and “omni” – and why you should care.

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Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.