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
This becomes even more evident with home-based agents, as supervisors have less control over their working conditions with limited visibility into real-time performance. For example, with customers feeling more stress, legacy metrics like Average Handle Time (AHT) aren’t going to drive CSAT scores.
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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
DECEMBER 21, 2021
Therefore, seek out technology platforms that allow agents to see and track their customers across all channels and touchpoints. This 360° visibility delivers the connectivity that defines a true omnichannel experience. Same objectives, same challenges. 3 ways to win the technology tug-of-war.
CSM Magazine
JUNE 25, 2021
It’s not just live chat that’s a saving grace for retailers, brands can pick from an abundance of omnichannel options. Self-serve goes far beyond simply servicing tracking needs and reducing WISMO and WISMR contacts – it allows retailers to connect with customers and increase brand engagement at every touchpoint of the delivery journey.
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.
Talkdesk
FEBRUARY 14, 2018
Traditional metrics like average handle time and first contact resolution are undoubtedly important in this quest. They accurately reflect and measure much of the work an agent handles on a day-to-day process. Agent Preference Rating: How many channels/touchpoints did a customer access before reaching the live agent?
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