Consumers Contact Center Omnichannel White Paper 
Think Customers
OCTOBER 4, 2021
Chatbots and messaging each serve a vital role in the overall customer journey, and contact centers need to know when is the right moment to deploy an automated or human response. Chatbots perform an important role in the omnichannel ecosystem, but chatbot platforms often keep the customer glued to one channel.
Uniphore
DECEMBER 17, 2021
The more healthcare consumers become comfortable with digital channels, the higher their expectations are for the same level of convenience, selection, and service they receive in other areas of their lives. healthcare market must continue to transform how they interact with consumers if they want to succeed.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Team HGS
FEBRUARY 6, 2018
HGS recently released a white paper on this year’s top 10 trends in customer service. This year, we will finally witness the tipping point where digital channels —email, chat, social, text, messaging—overtake voice in the contact center. consumers are happier than ever with the service companies provide.
TechSee
DECEMBER 12, 2017
To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints. However, delivering the much-desired omnichannel experience comes with its own set of challenges.
Comm100
JANUARY 6, 2022
In a 2021 Harvard Business Review white paper on customer experience , eight executives from a variety of organizations and industries provided their definition for what CX is, and how it’s measured. To achieve digital CX excellence, support must include the following: Omnichannel . Accessible.
NICE inContact
NOVEMBER 9, 2018
Too often, efforts to improve contact center performance are based business goals like increasing labor efficiency, or lower operating cost. But contact centers are not built to serve managers, they are built to serve customers. We surveyed over 2000 consumers in the United States, United Kingdom and Australia.
Kustomer
APRIL 30, 2020
First, when executives are asked what their customer service strategies are, they repeat all the typical buzzwords; such as omnichannel, effortless, digital, connected, etc. The next challenge for companies to develop punk CX is to keep evolving with their consumers. – all responding in similar ways. And they go, right, okay.
Expert insights. Personalized for you.
52 
Let's personalize your content