CSM Magazine

MARCH 27, 2023

Calabrio , the workforce performance company, today announced its new workforce management (WFM) integration with Zoom’s omnichannel contact centre platform. The cloud-to-cloud integration gives Zoom Contact Center customers access to the only true-cloud, enterprise-grade WFM solution on the market.

Contact Center 52

Contact Center Multi-Channel Management Omnichannel 52

Avaya

MARCH 24, 2017

Looking back five years ago, 92% of organizations were already working to integrate multiple interaction channels —call it multi-channel, omnichannel, digital transformation—to deliver more consistent, contextualized experiences. That’s right, the customer experience is NOT about the contact center.

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Multi-Channel Contact Center Omnichannel Customer Journey 53

Avaya

JANUARY 3, 2017

I know you’ve heard it all before; how single channel service evolved into multi-channel service evolved into omni-channel service. What if I told you that the customer experience is not necessarily about the channels you implement? From Servicing Channels to Channeling Your Customers.

Multi-Channel 52

Multi-Channel Travel Customer Journey Contact Center 52

Playvox

MARCH 21, 2024

Let’s face it — no one contacts your contact center to tell the person who answers the phone, text, or chat to tell your organization that they love your brand, service, or product. Most interactions that contact center agents have daily are to solve a problem or issue, adjust a payment, or ask a clarifying question.

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Contact Center Multi-Channel Social Media Customer Service Representative 90

VDS

MARCH 17, 2023

Customer engagement and contact centers are critical components of any business’s success. They serve as the primary means for organizations to interact with customers, resolve issues, and improve customer satisfaction. This article will focus on two popular contact center solutions: Genesys PureConnect and Genesys Cloud.

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Contact Center 2025 2023 Multi-Channel 52

InMoment XI

DECEMBER 7, 2023

CX is a multi-layered concept, and to truly understand customer experience at scale, you need to have a good understanding of customer experience KPIs and metrics. It also involves collecting and connecting customer experience data from every touchpoint and channel for a complete view of the customer journey.

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Metrics Net Promoter Score Measurement Customer Experience 260

Avaya

OCTOBER 11, 2016

Imagine interacting with a company—any company—via your preferred method whenever you want, whether making a phone call, using online chat, sending an SMS, or messaging via Facebook. As a result, customers’ expectations—while very high—are rarely met when interacting with a business. This is a contact center for the digital era.

Contact Center 80

Contact Center Multi-Channel NPS Innovation 80

NICE inContact

DECEMBER 8, 2016

Years before this generation’s full influence will be felt, however, millennial preferences have already changed how contact centers think about customer experience. Globally, 55% of all customer service interactions now start online , and that numbers jumps to 65% for millennials. Multi-Channel Experiences.

Contact Center 80

Contact Center Customer Experience Social Media Multi-Channel 80

Playvox

MAY 25, 2023

Contact centers have changed drastically in recent years. The once “in-person” centers dealing with inbound calls have been replaced by global, distributed customer experience teams. In addition, new online channels have emerged to help companies serve customers in an increasingly digital landscape.

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Omnichannel Contact Center Multi-Channel Call Center 55

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

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Customer Service Contact Center 2022 Magazine 251

CSM Magazine

JANUARY 31, 2018

Mandy Holford, director of customer service at leading contact center Echo-U, has highlighted the major trends shaping the industry in 2018 in order to help businesses to understand the current challenges and develop strategic plans to enhance customer experience. Open all hours (and all channels!).

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Contact Center 2018 Multi-Channel Wireless 60

NICE inContact

NOVEMBER 20, 2017

Interactive voice response (IVR) has been a staple of customer service for many years. Together with its “big brother”, the voice portal, IVRs have been part of contact center solutions for decades, and there is no reason to believe that they will go away any time soon. Offload Routine Interactions.

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Interaction Multi-Channel Contact Center Call Center 96

Playvox

FEBRUARY 27, 2023

When contact center managers look to decrease overhead, they think first to eliminate manual processes through automation. Meanwhile, CX leaders never take their eyes off customer KPIs, such as first contact resolution (FCR), retention, and satisfaction. They also look to consolidate solutions through pre-built integrations.

Contact Center 75

Contact Center Management Multi-Channel Omnichannel 75

NICE inContact

OCTOBER 16, 2019

Contact centers of today are not just customer service centers. It has never been more important to create highly personalized connections with your customers — and connect with them more frequently than ever. Here are some considerations as you look to scale a customer centric culture in your contact center.

Contact Center 48

Contact Center Customer Centricity Culture Omnichannel 48

NICE inContact

AUGUST 27, 2019

So, the importance of engaging customers and connecting with them emotionally can’t be overstated. That means connecting with customers emotionally is the task of the customer service agent. So, contact center managers need to put the right practices in place and also give agents the right tools. 5) Be channel-focused.

Connections 59

Connections Social Media Multi-Channel Contact Center 59

Avaya

APRIL 27, 2017

But this May 22-25, when you arrive in Orlando for the 2017 ICMI Contact Center Expo and Conference , we think you’ll be heading for what we like to call the second happiest place on earth. With just five minutes of prep, we can put your corporate website into our Avaya Oceana contact center transformation demo.

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Contact Center Demo Omnichannel Multi-Channel 54

NICE inContact

MARCH 29, 2019

At the simplest level, an IVR (Interactive Voice Response) is an automated interface that allows you to interact with callers to gather data, and potentially resolve an issue without having to direct that caller to an agent. Why should you use an IVR in your contact center?

Interaction 54

Interaction Telecommunications Contact Center Multi-Channel 54

RapportBoost

DECEMBER 10, 2018

Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage. Multi-channel usually includes voice, email, chat, SMS and even fax interactions.

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Contact Center Customer Centricity Multi-Channel Webinar 40

CSM Magazine

OCTOBER 10, 2023

The research revealed that 88% of customers agreed with this statement and that 43% of them still prefer non-digital channels. So, is Average Handle Time (AHT) still a relevant metric and what does it mean for contact centres today? Just be sure to update your WFM strategy as you add new channels, agents and technology.

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Average Handle Time Multi-Channel Contact Center Metrics 59

Avaya

JUNE 28, 2017

“How can we get our customers connected to the right information faster?”. “We There is no doubt that contact center leaders are feeling the pressure to have their centers and their agents perform more efficiently, faster and with more incite. The traditional contact center decision makers can no longer go it alone.

Contact Center 49

Contact Center Call Center Innovation Technology 49

CSM Magazine

JUNE 8, 2023

TCC plans to implement a broad range of Calabrio’s automated, data-driven solutions to support the contact centre complexity of its growing client base and hybrid-working in a multi-channel customer service environment.

Multi-Channel 52

Multi-Channel Contact Center Customer Centricity Leadership 52

BirdEye

MARCH 1, 2024

Are you a multi-location business struggling with time zone headaches and frustrated customers? Maintaining efficiency in communication is a priority for any large-scale multi-location business. You can have your team members set up the phone system app on their Android phone or iPhone and streamline customer interactions.

Customer Service 57

Customer Service Multi-Channel Call Recording Social Media 57

Magellan Solutions

AUGUST 16, 2021

How can contact center services Philippines turn call reductions into an advantage? Managing a successful inbound contact starts with reducing call volumes. How can you reduce call volume in your inbound contact center? . We make other channels accessible and convenient. Offer self-service options.

Contact Center 52

Contact Center Multi-Channel Omnichannel 2016 52

Customer Bliss

JANUARY 18, 2017

An unpredictable and erratic omni-channel experience. Today’s digital-savvy customers also require an omni-channel experience. So if they begin an interaction via the phone and finish it online, ensure their account information, preferences, and interaction history is all up-to-date. Drawn out, multi-day issue resolution.

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Multi-Channel 2014 Contact Center Interaction 212

NICE inContact

NOVEMBER 20, 2017

Interactive voice response (IVR) has been a staple of customer service for many years. Together with its “big brother”, the voice portal, IVRs have been part of contact center solutions for decades, and there is no reason to believe that they will go away any time soon. The advantages of IVRs for call centers are well known.

Interaction 48

Interaction Multi-Channel Contact Center Call Center 48

TechSee

OCTOBER 9, 2018

connected devices and use 3.3 each day and often engage in “tech multi-tasking,” such as setting a date via messaging app while while watching Netflix and tweeting about it. Create a cohesive community where Millennials can connect and assist each other. Cloud-based, omni-channel CRM solutions.

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Customer Service Virtual Agent Social Media Multi-Channel 359

Interactions

OCTOBER 8, 2020

Everything in the customer experience is connected. Understand the difference between multi-channel, omni-channel, and opti-channel. Multi-channel is a channel strategy where multiple, separate channels are offered for customers, without the ability to pass context from one channel to another.

Customer Journey 62

Customer Journey Multi-Channel Omnichannel Contact Center 62

Kustomer

JUNE 27, 2022

Spanning multiple channels, across both brick-and-click locations, customers want immediate answers to product questions, swift resolution to their problems, and personalized brand interactions. In this particular digital age, the ability to offer the same level of service, across any channel, is paramount to long-term brand success.

2022 98

2022 Customer Service E Commerce E-support 98

NICE inContact

NOVEMBER 12, 2019

Here’s the basics on what’s what between “multi” and “omni” – and why you should care. Looking at year-over-year industry statistics from the yearly Dimension Data Customer Experience Benchmarking, the number of channels supported has been growing steadily between 2015 and 2017.

Omnichannel 54

Omnichannel Multi-Channel Contact Center Definition 54

Talkdesk

MARCH 24, 2021

Contact centers are mostly a human-to-human experience. This includes reimagining the contact center for a more automated experience that saves policyholders time and allows claims representatives to focus on the interactions that matter. to a digital environment also requires better contact center integration.

Insurance 53

Insurance Contact Center Multi-Channel Automotive 53

TechSee

JULY 14, 2021

The technology has ushered in the age of virtual ‘multi-sense’ assistants that can see, hear, read and interact naturally with customers. Donna Fluss , President of DMG Consulting LLC and an industry expert in IVAs, self-service and contact center automation. Donna Fluss: The state of the world changed the business.

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B2B Contact Center Consumers Technology 207

Avaya

JUNE 26, 2017

Today, digital interactions account for over 35% of all interactions and, at the current rate, will overtake voice in two years. Brick and mortar stores and government agencies are giving way to a hyper-connected digital ecosystem. Some still interact socially only in person, most engage in some level of social media.

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Government Omnichannel Multi-Channel Contact Center 47

Uniphore

JANUARY 4, 2022

Analyze Analytics and insights from 100% of interactions across all channels. See how Emotion AI is reshaping how we connect with customers in the virtual workplace. Explore the latest Uniphore innovations that are transforming the agent and customer experience in the contact center. CX and Contact Center Leaders.

2022 126

2022 White Paper Contact Center Innovation 126

Playvox

SEPTEMBER 16, 2021

Spreadsheets are a useful way to get your contact center organized and off the ground but can quickly become a bottleneck to growth and efficient communication. COVID-19 and the ensuing pivot in working environments we have all embraced are the two compelling reasons to move on from managing your contact center with spreadsheets.

Contact Center 52

Contact Center Management Multi-Channel Call Center 52

COPC

APRIL 13, 2022

Getting your organization’s customer service channel strategy right can help reduce operational costs and increase customer satisfaction. Part of excellent customer experience management involves effective channel strategy. Planning an Effective Customer Service Channel Strategy.

Customer Satisfaction 52

Customer Satisfaction Multi-Channel Net Promoter Score NPS 52

SurveySensum

JANUARY 26, 2022

A boost in multi-channel service. Alteration in the operation of the contact center. A boost in multi-channel service. Gone are the days when companies target a single channel to keep in touch with their customers. Alteration in the operation of the contact center.

2022 59

2022 Customer Experience Contact Center Multi-Channel 59

Magellan Solutions

AUGUST 18, 2021

It is much easier to pay someone else to pick up the phone than have your employees multi-task to do it. Client interaction takes place across multiple platforms in a multi channel contact center. However, they do not have a good telecom service, so they will venture into other mediums to connect with you.

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Multi-Channel Call Center Contact Center Omnichannel 52