Playvox

JULY 14, 2023

Do your contact center agents often place customers on hold or need to engage other agents to help them service a customer? Having contact center software in place to automatically detect holds and dead air is a great way to minimize abandonment rates, maximize efficiency, and highlight areas for improvement.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Playvox

APRIL 21, 2023

Make sure your contact center is set up for digital success behind the scenes so that you can provide the experiences your customers demand. First, it’s important to understand the difference between multichannel and omnichannel customer service centers. What Is Omnichannel Customer Experience?

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

SharpenCX

JANUARY 15, 2020

They know the difference between multichannel and omnichannel. In seconds, I got access to a mobile app, an FAQ page, and a direct line of contact to the service department. That way, in case you miss the chance to fill out a survey by phone, email, or text, you always have a feedback forum.

Airlines 90

Airlines Customer Experience Customer Service Coaching 90