Eptica

OCTOBER 24, 2018

Many companies are already moving in this direction: for example, online shoe store Zappos has switched from focusing on measures such as call time and tickets opened to Net Promoter Scores (NPS) and Personal Service Levels (PSL) for each of their agents. The importance of trust to customer experience in 2019.

Customer Service 113

Customer Service Multichannel Self service Best practices 113

Serenova

JUNE 24, 2020

What Is the Difference Between a Multichannel Contact Center and an Omnichannel Contact Center? Organizations are increasingly adding multichannel options to their contact centers, including web chat, SMS and social media. The difference between a multichannel contact center and an omnichannel approach is in the integration.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Serenova

JUNE 24, 2020

What Is the Difference Between a Multichannel Contact Center and an Omnichannel Contact Center? Organizations are increasingly adding multichannel options to their contact centers, including web chat, SMS and social media. The difference between a multichannel contact center and an omnichannel approach is in the integration.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Eptica

MAY 6, 2020

The findings clearly reveal how many banks are still struggling with becoming truly multichannel, at a time when this is becoming increasingly important. In the 2019 study, three banks offered email, but none responded to emails successfully. In 2020, things improved slightly.

Banking 79

Banking Customer Service Multichannel Best practices 79

Revation Systems

FEBRUARY 3, 2020

The clinic’s customer satisfaction rates were dropping at alarming levels. In early 2019, The South Bend Clinic hired a new Chief Operating Officer, Shannon Hubler, with the mission to modernize their contact center and improve the patient experience. The Solution.

Abandon rate 62

Abandon rate Healthcare Contact Center Multichannel 62

Serenova

JUNE 24, 2020

What Is the Difference Between a Multichannel Contact Center and an Omnichannel Contact Center? Organizations are increasingly adding multichannel options to their contact centers, including web chat, SMS and social media. The difference between a multichannel contact center and an omnichannel approach is in the integration.

Call Center 40

Call Center Multichannel Contact Center contact center solutions 40

CSM Magazine

AUGUST 19, 2019

And with eCommerce sales projected to exceed €200 billion in 2019 , up by almost 15% on last year, it’s clear that customers are in fact still spending. Choose a great multichannel solution that connects to your EPOS solution. Keep customer service levels high – happy customers mean increased footfall, and profits.

Multichannel 40

Multichannel Sales Technology Service level 40