Remove tag omnichannel
article thumbnail

Why contact centres need to embrace omnichannel

Eptica

Date: Friday, September 17, 2021 Author: Pauline Ashenden - Demand Generation Manager Why contact centres need to embrace omnichannel. They expect to be able to swap between these channels as their needs change, meaning the contact centre has to become omnichannel. Published on: September 17, 2021.

Marketing 112
article thumbnail

3 areas to focus on to meet changing customer needs

Eptica

Author: Pauline Ashenden - Demand Generation Manager Today’s consumers are increasingly demanding when it comes to customer service, particularly around digital, omnichannel and mobile. Tags: contact centre, Customer Service, digital, omnichannel, mobile, ContactBabel Categories: Trends & Markets.

Marketing 120
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

How to Use Customer Sentiment Analysis to Grow Your Business

Playvox

But when you move to a world of digital or omnichannel customer support, the human language element goes away and it becomes much more difficult to gauge how customers really feel about our company, brand, products, and experiences. Don’t forget the importance of proper tagging in sentiment analysis.

article thumbnail

Guest Post: How to Ensure PCI Compliance in Your Call Center?

ShepHyken

Tom Laird is the Founder and CEO of Expivia , a USA-based, 500+ seat omnichannel contact center located in Pennsylvania. It can often come with a price tag that’s over 6-figures for the organization. Tom Laird is the Founder and CEO of Expivia , a USA-based, 500+ seat omnichannel contact center located in Pennsylvania.

article thumbnail

How to Streamline Customer Service – 7 Actionable Strategies

Comm100

Adopt an omnichannel approach Customers today expect to communicate with businesses through their preferred channels, whether that’s email, live chat, social media, or phone calls. Automated routing, tagging, and prioritizing inquiries based on predefined rules ensure that each ticket reaches the right agent quickly.

article thumbnail

Integrating call recording into Microsoft Teams

Eptica

Why contact centres need to embrace omnichannel. Tags: Call & Screen Recording, Microsoft Teams, Quality Control, Customer Insights Categories: Trends & Markets. Read the full blog post on our parent company Enghouse Interactive’s site to understand how to successfully integrate call recording into your Teams implementation.

Marketing 123
article thumbnail

Zappix Recognized as “Most Promising Utilities Tech Solutions Provider 2024” by CIO Review

Zappix

Zappix’s Digital Self-Service offers advanced functionalities such as geo-location tagging, enabling quick resolutions during outage reporting and status checks in the utility industry. Combined with omnichannel accessibility, automated workflows, and detailed analytics, Zappix caters to diverse client requirements.