SharpenCX

SEPTEMBER 16, 2020

Well, because for most companies, omnichannel strategies really just patch together tons of multichannel solutions. Omnichannel vs. multichannel: What happens when your CX strategy negatively impacts your agents. All too often, companies attempt to execute an omnichannel strategy but end up with a clunky multichannel solution instead.

Multichannel 67

Multichannel Customer Experience Coaching Contact Center 67

Playvox

JULY 14, 2023

To ensure your contact center agents spend a vast majority of their time with customers resolving issues and as little time as possible on administrative tasks and after-call work, agents need the right kind of tools, processes, coaching, motivation, and goals in place. How are managers delivering coaching? What is the occupancy rate?

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

SharpenCX

JANUARY 15, 2020

Download Now: Get 7 actionable tips to improve coaching and training for better CSAT. They know the difference between multichannel and omnichannel. That way, in case you miss the chance to fill out a survey by phone, email, or text, you always have a feedback forum. There’s a lot to love about Alaska Airlines.

Airlines 90

Airlines Customer Experience Customer Service Coaching 90

Comm100

FEBRUARY 16, 2018

According to CCW Digital’s Report, 61% of companies agree that agent coaching is a top investment priority for 2018. Remove agent pain points by collecting feedback to see what systems could be improved so that agents will come across less friction when serving customers. Customers aren’t the only ones who experience pain points.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40