Uniphore

DECEMBER 17, 2021

healthcare market must continue to transform how they interact with consumers if they want to succeed. Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction. Consumers faced long wait times to reach an agent. Post-interaction analytics. Automated after-call work.

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Healthcare Contact Center 2021 Average Handle Time 52

Comm100

JANUARY 14, 2020

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. Today, consumers use an average of almost six touchpoints with nearly 50% regularly using more than four. This post includes highlights from our Omnichannel white paper.

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Omnichannel White Paper 2020 Social Media 40

Comm100

JANUARY 14, 2020

In customer service, digital omnichannel effortlessly blends digital touchpoints to form a unified view of the customer. Agents can view every interaction that a customer has had with the company, no matter the channel of origin, from a single console. FCR) and average handle time (AHT). Reduced costs.

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Omnichannel 2020 White Paper Social Media 52