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. FCR) and average handle time (AHT). Break down your key milestones and consider how you can guide your customers through those milestones using your various digital touchpoints and channels.

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Omnichannel 2020 White Paper Social Media 52

Uniphore

DECEMBER 17, 2021

Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction. Impact: 20% reduction in agent training time. 60 second reduction in average handle time (AHT). That’s where conversational artificial intelligence (AI) and automation can help. Improved member satisfaction.

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Healthcare Contact Center 2021 Average Handle Time 52