Pointillist

SEPTEMBER 28, 2021

In this post, I’ll explore why enterprise contact centers struggle to increase satisfaction while mitigating costs, why journeys enhance contact center optimization and how aligning on and managing customer journeys is the key to improving contact center outcomes. Omnichannel Interaction Data is Siloed or Nonexistent.

Contact Center 40

Contact Center Customer Journey Omnichannel Metrics 40

Bold360

SEPTEMBER 15, 2020

Whether customer interaction happens via live chat or chatbot, the user experience is much the same. The customer types a question into the chat window and receives an appropriate response. AI-powered chatbots seamlessly escalate customer interactions to live chat whenever an issue is too complex for the chatbot to handle.

Virtual Agent 90

Virtual Agent Net Promoter Score Competitive Advantage Omnichannel 90

Interactions

MAY 28, 2020

The debate about multi-channel, cross-channel, and omnichannel is that of the past. This pandemic is pushing brands to think about customer service beyond the channel. Are you ready for AI or Virtual Agents? Are you ready to forgo the ‘novelty’ customer care channels and focus on your main channel of customer contact?

Multi-Channel 83

Multi-Channel Customer Journey Mapping Virtual Agent Customer Service Strategies 83

CSM Magazine

MARCH 15, 2024

With advanced analytics seamlessly built into AXP, agents have the tools to turn insights into action, executing on a vision of unparalleled customer care. We can assemble customised solutions with the exact capabilities each customer needs — no more, no less. For existing Avaya customers, the path is even clearer.

Customer Experience 52

Customer Experience Virtual Agent Omnichannel Financial 52

Playvox

MARCH 19, 2024

But as customers’ communication needs and preferences shifted, contact centers today provide omnichannel support. As NLP, ML, and conversational AI evolved, modern contact centers embrace AI-powered chatbots, virtual agents or assistants, voice recognition, and other tools to deliver self-service options to customers.

Contact Center 74

Contact Center Net Promoter Score Average Handle Time Omnichannel 74

Interactions

JANUARY 14, 2021

Successful digital transformation requires buy-in from across the entire company, as a siloed approach will quickly fail due to a lack of cohesion, resulting in a disjointed customer journey. As your brand plans for a more customer-focused digital presence, focusing on channel strategy can elevate the entire project. .

Multi-Channel 62

Multi-Channel Virtual Agent Customer Journey Omnichannel 62

Kustomer

JUNE 27, 2022

What Are the Benefits of Customer Service Software? Customer service tools can transform customer service for companies of any size. Utilizing these tools enables faster, more efficient, personalized support while still imparting a brand-specific and customer-centric experience.

2022 98

2022 Customer Service E Commerce E-support 98