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.

Healthcare 52

Healthcare Contact Center 2021 Average Handle Time 52

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. To enable this omnichannel experience, companies and customer service operations are integrating new technologies, and upgrading their existing ones.

Omnichannel 143

Omnichannel White Paper Contact Center Touchpoint 143

Comm100

APRIL 6, 2020

We are of course, referring to what people are calling ‘omnichannel’. Its popularity comes as no surprise when you look at the stats: companies with strong omnichannel customer engagement see a 9.5% for companies with weak omnichannel strategies. . for companies with weak omnichannel strategies. . Omnipresent .

Omnichannel 52

Omnichannel Customer Engagement Engagement White Paper 52

Comm100

MAY 20, 2020

Today’s consumer wants choice. On the other hand, omnichannel intelligently connects every channel together and allows agents to manage them from a single, unified console. Why is omnichannel the key difference between providing basic customer support and truly excellent customer support? With omnichannel, it’s a breeze.

Omnichannel 64

Omnichannel White Paper Customer Service Download 64

Comm100

MAY 20, 2020

Today’s consumer wants choice. On the other hand, omnichannel intelligently connects every channel together and allows agents to manage them from a single, unified console. . Why is omnichannel the key difference between providing basic customer support and truly excellent customer support? With omnichannel, it’s a breeze.

Omnichannel 52

Omnichannel White Paper Customer Service Download 52

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. 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. What is Digital Omnichannel?

Omnichannel 40

Omnichannel White Paper 2020 Social Media 40

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. According to Marketing Week, 15 years ago the average consumer used two touch-points when making a purchase and only 7% regularly used more than four. What is Digital Omnichannel?

Omnichannel 52

Omnichannel 2020 White Paper Social Media 52

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.

2022 89

2022 Customer Experience Omnichannel White Paper 89

Kustomer

AUGUST 4, 2023

As consumers, we know the onus is on us to establish contact and provide the context, each and every time we want to “transact” with a business. But while organizations can plan processes and workflows around transactional support, conversational support demands the capacity to manage a far more chaotic picture, 24/7, on an omnichannel basis.

Feedback 52

Feedback White Paper Insurance Omnichannel 52

Comm100

FEBRUARY 19, 2020

If a customer has marked multiple interactions as unsatisfactory, you can assign them with a VIP status so that your agents can prioritize their unresolved complaints and even be alerted to their presence on your site whenever they return. To learn more about how this works, read our ‘ Never Miss a VIP ’ white paper.

White Paper 64

White Paper B2C Social Media E-support 64

NICE inContact

NOVEMBER 9, 2018

We surveyed over 2000 consumers in the United States, United Kingdom and Australia. Here are some of the things we learned: Nearly half of all inbound contact center interactions are for the purposes of asking for help. Only about a third of consumers are happy with their last interaction. Empower your Agents.

Contact Center 49

Contact Center White Paper Omnichannel 2018 49

Comm100

FEBRUARY 19, 2020

If a customer has marked multiple interactions as unsatisfactory, you can assign them with a VIP status so that your agents can prioritize their unresolved complaints and even be alerted to their presence on your site whenever they return. To learn more about how this works, read our ‘ Never Miss a VIP ’ white paper. Whitepaper.

White Paper 40

White Paper B2C Social Media E-support 40

Comm100

FEBRUARY 7, 2018

Does the vendor offer tools to personalize customer interactions? Will the vendor provide a robust knowledge base for self-education and training, including blog posts, white papers, eBooks, and multimedia content? In other words, will this vendor contribute to your omnichannel strategy?). Evaluating Scalability.

Customer Engagement 41

Customer Engagement Engagement Social Media White Paper 41

Comm100

OCTOBER 11, 2017

White Paper] The Guide to Becoming a Top Performing Live Chat Operator. According to McKinsey , handling an inbound telephone call typically costs a company $6 to $8, whereas an interaction using social media costs less than a dollar. Well-trained operators mean better customer satisfaction. An Effective Channel-less Strategy.

Social Media 47

Social Media Customer Service Strategies Customer Service Download 47