The Northridge Group
APRIL 15, 2024
The ability to understand products better have greater capabilities in emotional intelligence, and multichannel fluency are just a few competencies that they will need. To achieve that scale through AI, employees will need to develop a different set of skills than the ones they use today. Contact us today.
Upstream Works
NOVEMBER 24, 2021
Not only must agents manage multichannel communication with individual customers in real time, but they’re often managing multiple customers concurrently. This could be an account manager in sales, a brand ambassador in digital marketing, a billing supervisor or a customer service advisor in the back office.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Fonolo
AUGUST 29, 2018
The business value won’t be based on simply being a standalone channel – rather, it must integrate with other channels so agents can truly provide a multichannel experience. On a tactical level, messaging is now a must-have channel, but the technology must have enough intelligence to seamlessly migrate a voice inquiry to messaging on the fly.
Eptica
SEPTEMBER 18, 2015
This gap between best and worst replicates Eptica’s findings in the 2015 UK Multichannel Customer Experience Study. Food retailers that scored 1% above the sector average delivered sales growth of 5.5%. Those that were 1% below saw sales decrease by 1%. Share this page on: Tweet. Share this page on: Tweet.
Advertisement
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.
VocalCom
JUNE 22, 2020
As brand ambassadors, happy and empowered agent will make a real impact on the bottom line: happy employees are 31% more productive (Harvard/MIT study), while 90% of consumers are likely to stay loyal after a positive call center experience ( 2020 CallMiner Churn Index ).
NobelBiz
MARCH 29, 2022
It is becoming increasingly prevalent and noticeable due to digital communication platforms that encourage multichannel interactions between customers and contact centers. Gaining customer engagement benefits companies’ performances and income and can turn clients into “brand ambassadors.”
Advertisement
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.
Expert insights. Personalized for you.
122 
Let's personalize your content