Hodusoft

FEBRUARY 29, 2024

MSPs must ensure that their call center is equipped with the right type of technology tools. Technical Complexity Dealing with diverse technical issues requires a highly skilled and knowledgeable support staff. Keeping up with the latest technologies and troubleshooting a wide range of problems can be demanding.

Call Center 52

Call Center Abandon rate call center software Omni-channel support 52

ShepHyken

JULY 8, 2022

Today, banks face stiff competition from leading privatization-based technology companies. Omni-channel support is critical moving forward. Multichannel support may not be sufficient today. Connecting through these channels is important for a smoother user experience.

Omni-channel support 169

Omni-channel support Customer Service Multichannel Interactive Voice Response 169

CSM Magazine

JULY 24, 2015

In the not-too-distant past, most customer support was conducted by telephone. Then, over the years, technology changed the way we communicate and companies added more customer support channels. As social media and website capabilities evolved, channels were expanded further. In too many cases, the answer is no.

Omni-channel support 79

Omni-channel support Multichannel Self service Virtual Agent 79

Kayako

JANUARY 5, 2017

According to Forrester Research , “only 36% of contact centers have implemented multichannel integration to provide consistent experiences; 70% do not train agents to support multiple channels, and 56% do not offer an agent-facing knowledge management solution”. Most consumers expect ready access to support or help.

Omni-channel support 38

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