Upstream Works

NOVEMBER 19, 2020

The below three drivers of CX success will help to keep customer loyalty strong as we move into 2021. A distributed workforce at scale will be viewed as the norm going into 2021. For example, with customers feeling more stress, legacy metrics like Average Handle Time (AHT) aren’t going to drive CSAT scores.

2021 78

2021 Average Handle Time Contact Center E Commerce 78

Inbenta

DECEMBER 14, 2021

They’re turning to online channels for self-service insurance information and support — instantly, seamlessly, and at any time. According to a 2021 report, 50% of customers rank digital communications as a high priority (but only 17% of insurers use them). What’s more, chatbots support an omnichannel approach.

Insurance 52

Insurance Customer Journey Document Average Handle Time 52

ViiBE Blog

JANUARY 15, 2021

Co-browsing becomes a powerful customer support tool that boosts performance metrics significantly when coupled with omnichannel tools such as video assistance. Enhanced customer engagement: Integration with omnichannel. Omnichannel experiences are the future. Co-browsing ensures safety. Co-browsing software is safe.

2021 52

2021 Omnichannel Customer Satisfaction Average Handle Time 52

ViiBE Blog

JANUARY 15, 2021

Co-browsing becomes a powerful customer support tool that boosts performance metrics significantly when coupled with omnichannel tools such as video assistance. Enhanced customer engagement: Integration with omnichannel. Omnichannel experiences are the future. Co-browsing ensures safety. Co-browsing software is safe.

2021 52

2021 Omnichannel Customer Satisfaction Average Handle Time 52

Natalie Petouhof

AUGUST 15, 2022

In 2021, 67% of millennials dropped a brand because of a single bad experience, per my research. Omnichannel experiences. Often omnichannel and multichannel are used interchangeably, but they are quite different. It outweighs the price, product quality, and every other factor when customers choose a brand.

Contact Center 52

Contact Center Omnichannel Books Average Handle Time 52

Oracle

OCTOBER 19, 2020

We’re back with the next installment of Markies Monday, a weekly blog series designed to help you learn more about the 2020 Oracle Markie Awards and its categories, finalists, and winners. Empower connected, omnichannel experiences. More than 350,000 inquiries captured, leading to approximately 90,000 leads.

Connections 47

Connections Average Handle Time Omnichannel Telecommunications 47