Playvox

DECEMBER 15, 2022

It’s much more common that we see contact centers incorporating digital channels like live chat, email, ticketing, and social media. Many have shifted so that digital channels make up the bulk of their customer contacts. We have even seen some companies that don’t offer a voice channel as an option at all.

Contact Center 72

Contact Center Multi-Channel Average Handle Time Omnichannel 72

NICE inContact

AUGUST 27, 2019

This isn’t just our idea; it’s backed up by the stats: Companies with the strongest omnichannel customer engagement strategies retain an average of 89% of customers, compared to 33% for companies with weak omnichannel strategies (Aberdeen Group Inc.) We’ve said before that average handle time (AHT) is a dead-end.

Connections 59

Connections Social Media Multi-Channel Contact Center 59

Magellan Solutions

JUNE 12, 2021

But aside from that, it provides your business the ability to get multi-channel or omnichannel customer support. . Together with other data analytics that goes perfectly with multi channel and omnichannel contact support. . What interaction or conversation led to that . Click to chat. Social media.

Call Center 52

Call Center Multi-Channel ROI Customer Retention 52

NICE inContact

OCTOBER 15, 2019

Your contact center softwareacts as your single source for customer interaction data across all your channels. Because you can use your CRM to identify your customer before the interaction begins, they don’t have to repeatedly provide their personal information or explain their past interactions.

Contact Center 9

Contact Center Average Handle Time Healthcare Measurement 9