Average Handle Time Communication Omnichannel Touchpoint 
Think Customers
APRIL 21, 2022
This typically means choosing between omnichannel versus multichannel support. What is omnichannel support? A defining characteristic of omnichannel support is that customer support is available across all communication channels, delivering a consistent customer experience. What are the benefits of omnichannel support?
Upstream Works
NOVEMBER 19, 2020
Connectivity and communications will no longer be centralized in the same way. Many home-based broadband plans will need to be upgraded and IT won’t want agents using consumer-grade communications applications. Learn more about Upstream Works’ omnichannel contact center solutions here.
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Kustomer
AUGUST 15, 2022
They saw reduced average handle time, an increase in the number of customer conversations had, and an overall more convenient customer experience. A true CX strategy should ensure that every touchpoint with every customer should be rooted in empathy and respect. Omnichannel Support. Proactive Support.
CSM Magazine
JUNE 25, 2021
When we consider that it can cost five times more to attract a new customer, than it does to retain an existing one, communicating with customers should leave them with a smile on their face, rather than be a cause of frustration. When we hear ‘call deflection’ we often think about dodging calls. Self-service and automation.
SurveySensum
APRIL 28, 2023
” This question can help you identify specific areas where you can improve, like response times, product quality, or communication. This could involve Training your staff to be more responsive, Improving your product or service quality, or Simplifying your communication channels. You need to ACT on it!
Uniphore
DECEMBER 17, 2021
Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction. In fact, more than four out of ten members (43%) report that they prefer the call center as the primary channel for communicating about their health plan. Impact: 20% reduction in agent training time. Better health outcomes.
Pointillist
SEPTEMBER 28, 2021
Let’s dive into four reasons contact center leaders struggle to minimize costs while improving customer satisfaction at the same time. Omnichannel Interaction Data is Siloed or Nonexistent. The amount of effort, resources and cost necessary to achieve a comprehensive and effective omnichannel strategy are staggering.
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