Eptica

AUGUST 5, 2016

These brands are often more agile, flexible and have put customer service at the center of their experience. Online only retailers, streaming video businesses and wireless service providers all beat their traditional competitors when it came to CX scores. This shows in their performance within the Index.

Multichannel 50

Multichannel Wireless Self service Contact Center 50

Calabrio

JANUARY 6, 2016

Prediction #3: Self-service is the key to success. The expansion of self-service options—from the traditional IVR to website help to community-based tech support (what some call “social customer service”)—will also increase, enabling customers to get fast answers to their questions, especially routine ones, without human interaction.

Contact Center 53

Contact Center Analytics Self service Wireless 53

Pointillist

OCTOBER 22, 2018

Dashboards are not made for self-service. Utilize multichannel customer data from all possible sources. In this way, AI-based customer journey analytics can help you rapidly integrate multichannel data and present a complete picture of your customer. Image Source: www.buildempathy.com. Let’s face it. to 1 p.m.?’

Customer Experience 40

Customer Experience Analytics Metrics Multichannel 40

RichCall

SEPTEMBER 13, 2017

ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. self-service. Self-service. consumers are using web self-service more than assisted service. Contact Center and CX Research and Reports. of companies. omnichannel. personalization. mobile apps.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64