DMG Consulting

FEBRUARY 5, 2020

IVA, bots, RPA, AQM, self-service, WFM, etc.) Do you plan or are you engaged in a digital transformation that includes digital and social media channels? This is interesting given the mega trend to improve the customer experience. Digital Transformation and Omni-Channel Support. Final Thoughts.

Omni-channel support 87

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

InGenius

JANUARY 31, 2020

Being a progressive industry driven by innovation and new technology, we can expect to see several trends emerging this year that propel the industry forward and have a significant impact on customer experience and agent productivity. Contextualized omni-channel support. An increase in self-service automation.

Omni-channel support 62

Omni-channel support Contact Center Virtual Agent Analytics 62

Kayako

JANUARY 5, 2017

In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Yet, relatively few contact centers have focused on providing a consistent customer experience. Your customers want to help themselves.

Omni-channel support 38

Omni-channel support Customer Service Customer Experience Multi-channel support 38