Think Customers

OCTOBER 4, 2021

Chatbots perform an important role in the omnichannel ecosystem, but chatbot platforms often keep the customer glued to one channel. For your contact center operations, this can be beneficial by deflecting lower value Tier 0 and Tier 1 interactions, while also delivering 24/7 customer support at scale. What is messaging?

White Paper 52

White Paper Contact Center Omnichannel Average Handle Time 52

Uniphore

DECEMBER 17, 2021

healthcare market must continue to transform how they interact with consumers if they want to succeed. Lack of scalability Call volumes skyrocketed during the pandemic at the same time contact center employees had to shift to work-from-home models. Consumers faced long wait times to reach an agent. Post-interaction analytics.

Healthcare 52

Healthcare Contact Center 2021 Average Handle Time 52

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. According to Marketing Week, 15 years ago the average consumer used two touchpoints when making a purchase and only 7% regularly used more than four. What is Digital Omnichannel?

Omnichannel 40

Omnichannel White Paper 2020 Social Media 40

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. According to Marketing Week, 15 years ago the average consumer used two touch-points when making a purchase and only 7% regularly used more than four. What is Digital Omnichannel?

Omnichannel 52

Omnichannel 2020 White Paper Social Media 52