Pointillist

SEPTEMBER 28, 2021

Let’s dive into four reasons contact center leaders struggle to minimize costs while improving customer satisfaction at the same time. Omnichannel Interaction Data is Siloed or Nonexistent. The COVID-19 pandemic forced customers and enterprises alike to rely on digital channels more than ever before. Credit: Flore Maquin.

Contact Center 40

Contact Center Customer Journey Omnichannel Metrics 40

Forrester's Customer Insights

DECEMBER 2, 2020

Buyer demand for greater value from insights and technology such as RPA, data science, machine learning, and advanced analytics are forcing both classical BPO and omnichannel BPO vendors to retool themselves into insights-driven BPO's.

Insights 36

Insights Omnichannel Technology Virtual Agent 36

Kustomer

FEBRUARY 6, 2024

Enterprise Enterprise help desk software has extensive customization options that align with specific workflows and processes of the organization, with advanced analytics, omnichannel support, and extensive integrations. The Professional plan is priced at $80 per user per month with additions like case swarming and omnichannel routing.

2024 98

2024 Multi-Channel Omnichannel E-support 98

Upstream Works

JANUARY 18, 2022

Rob leads the strategic vision and operations of the company with a continued focus on omnichannel innovation and a passion for exceeding partner and customer expectations. Artificial intelligence is still an important initiative, but efforts should be focused primarily on augmenting the agent’s capabilities.

Contact Center 78

Contact Center Virtual Agent Omnichannel Measurement 78

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. When asked, “What is the most important task a virtual agent can accomplish for your business?” About Waterfield Tech.

Telecommunications 52

Telecommunications Virtual Agent Contact Center Customer Experience 52

Calabrio

JANUARY 6, 2016

When it comes to the power of IoT and data, it’s high time customer engagement gets involved, and it all begins with the contact center. A virtual agent initiates a service call by accessing your Outlook or iCal calendar to set up an appointment. Prediction #6: Security will be a priority with deeper customer engagement.

Customer Engagement 53

Customer Engagement Engagement Contact Center 2016 53

CSM Magazine

JUNE 12, 2020

Support channels enable businesses to provide customers with information, solve problems, and respond to complaints. While retailers utilize a wide range of support options such as human and virtual agents, social media, or mobile apps, existing single and multi-channel support systems necessitate access to each channel separately.

Customer Service 52

Customer Service E Commerce Virtual Agent E-support 52

NICE inContact

MARCH 28, 2018

But it is important to understand the root cause of longer AHTs – did the customer get routed to an agent who has no expertise in the specific area, or was the agent not trained enough or were there multiple, siloed systems causing longer time for an agent to look up information about the customer and problem at hand?

Metrics 48

Metrics Customer Experience Contact Center Average Handle Time 48

Kustomer

JUNE 27, 2022

These features can include, but are not limited to: Improve response times Personalize customer engagement Track employee performance Scale smartly Streamline self-service Enhance the agent experience. Types of Customer Support Software.

2022 98

2022 Customer Service E Commerce E-support 98

Comm100

FEBRUARY 16, 2018

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. Like Amazon, where can you create additional speed and convenience for your customer? Source: Activate.

2018 40

2018 2017 Customer Service Social Media 40