InGenius

JANUARY 31, 2020

As January comes to a close, we wanted to have a look at what 2020 has in store for the contact center. To ensure you stay ahead of the curve in the year to come, we have compiled a list of what we think will be the top five trends for the contact center in 2020. Live engagement customer service.

Omni-channel support 62

Omni-channel support Contact Center Virtual Agent Analytics 62

DMG Consulting

FEBRUARY 5, 2020

2020 Contact Center Investment Priorities. DMG’s annual survey of contact center investment priorities for the year has confirmed the anecdotal data we’ve been hearing from companies. 2020 is looking to be an outstanding year for contact center investments. IVA, bots, RPA, AQM, self-service, WFM, etc.)

Omni-channel support 87

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

Plantronics

FEBRUARY 7, 2020

There’s no question that contact centers are evolving to support the digital world in which their customers live – where people buy online, interact on social media, and communicate via video.

Omni-channel support 49

Omni-channel support Contact Center Call Center Customer Service 49

Fonolo

NOVEMBER 22, 2018

No one channel is dominant enough to make the other channels irrelevant. This has profound implications for the world of customer service as companies are increasingly focused on providing omni-channel support. Learn about the battle for the future of customer service. Plus so Much More!

Omni-channel support 57

Omni-channel support Customer Service APIs Engineering 57

Advantage Communications

OCTOBER 24, 2019

With the holiday shopping season just weeks away, a retail brand’s customer service team should now be planning ahead for omni-channel support for the upcoming Black Friday, Cyber Monday and other key high volume dates.

Omni-channel support 49

Omni-channel support Customer Service outsourcing Sales 49

Return Customer

JUNE 1, 2016

Google developers recommend you design the look of your site to make it easy for mobile customers to complete common tasks, such as browsing through products and making a purchase. Omni-Channel Support Options. Texting and social media have conditioned customers to expect instant communication. Personalization.

Omni-channel support 93

Omni-channel support Contact Center Personalization Accountability 93

NobelBiz

MARCH 12, 2024

Unified CXM, on the other hand, takes a comprehensive view of the customer journey, aiming to deliver cohesive and personalized interactions at scale. Enables instant, personalized interactions based on the entire customer journey. Unified CXM involves creating seamless and personalized interactions across all customer touch points.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52