Pointillist

SEPTEMBER 28, 2021

Enterprises expect contact center leaders to transform call centers into customer experience hubs, delivering the exceptional experiences that customers demand and drive long-term growth. Advances in digital technology have reshaped customer expectations for exceptional experiences. Measure and Manage Omnichannel KPIs.

Contact Center 40

Contact Center Customer Journey Omnichannel Metrics 40

Upstream Works

JANUARY 18, 2022

Remote working has been significantly accelerated, as have the technologies used to support it. Businesses are having to rethink how to engage with employees to keep them happy, motivated, and engaged. For the busy contact center agent, the paradigm of the assistance needs to shift with each customer cleanly.

Contact Center 78

Contact Center Virtual Agent Omnichannel Measurement 78

Calabrio

JANUARY 6, 2016

The “smart” technology that revolutionized our cell phones is finding its way into just about everything: medical devices, baby monitors, smoke detectors, thermostats, running shoes, even cows. The pace at which technology marches forward is just incredible. Prediction #5: Customers live and buy in an omni-channel world.

Customer Engagement 53

Customer Engagement Engagement Contact Center 2016 53

CSM Magazine

NOVEMBER 3, 2022

Waterfield Tech, a leading global customer engagement solutions provider, today announced research findings detailing a significant lag in the adoption of conversational AI in the contact center. virtual assistants such as Siri or Alexa) and respond appropriately. Fun/Make customers happy and satisfied (e.g.,

Telecommunications 52

Telecommunications Virtual Agent Contact Center Customer Experience 52

CSM Magazine

JUNE 12, 2020

Emergent technologies have forever changed traditional customer service support. Lampton look at the state of customer service in the digital age. Stakeholder considerations, new technologies, and shifting demographics are all influential factors to maximize both tangible and intangible benefits in the value chain.

Customer Service 52

Customer Service E Commerce Virtual Agent E-support 52

Kustomer

JUNE 27, 2022

Feel free to explore at your own pace, starting with our table of contents: What Are the Benefits of Customer Service Software? Types of Customer Support Software What Are the Key Technology Components of Customer Service? What Are the Benefits of Customer Service Software?

2022 98

2022 Customer Service E Commerce E-support 98

NICE inContact

MARCH 28, 2018

In part one of the blog series, we looked at a framework for building a strong business case to invest in customer experience technologies. In this blog, we will take a deeper look at some of the Key Performance Indicators (KPIs) that drive enhanced customer experience and true financial benefits.

Metrics 48

Metrics Customer Experience Contact Center Average Handle Time 48

Comm100

FEBRUARY 16, 2018

Activate, a strategy and technology consulting firm, predicted that by 2018 there would be 3.6 Already, customer engagement software providers like Comm100 are beginning to integrate social media messaging with their existing interfaces to give businesses easy access to this important channel. Source: Activate. Source: Activate.

2018 40

2018 2017 Customer Service Social Media 40