VocalCom

JULY 2, 2020

On the other hand, technology does more than answering the basic needs of customers. In a study by Harvard , 72% of respondents said frontline customer service teams experienced a higher productivity when directly empowered with data-driven analysis and decision-making. Dealing with Greater Complexity.

Contact Center 62

Contact Center Self service Chatbots Virtual Agent 62

Comm100

APRIL 6, 2020

Its effectiveness has been proven across industries, and its uses have expanded into many areas, from marketing to customer service. Its popularity comes as no surprise when you look at the stats: companies with strong omnichannel customer engagement see a 9.5% But what does ‘omnichannel customer engagement’ even mean?

Chatbots 52

Chatbots Multichannel Customer Care Coaching 52

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. Digital omnichannel is the next word in customer experience. In customer service, digital omnichannel effortlessly blends digital touchpoints to form a unified view of the customer.

Average Handle Time 40

Average Handle Time Multichannel Chatbots CRM 40

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. Digital omnichannel is the next word in customer experience. In customer service, digital omnichannel effortlessly blends digital touchpoints to form a unified view of the customer.

Average Handle Time 52

Average Handle Time Multichannel CRM Analytics 52