CSM Magazine
MARCH 3, 2025
A cloud contact center is the basis of modern-day customer service operations. It enables efficient handling of customer communication. Companies are counting on the cloud contact center flexibility for enhanced communication, making it easy for customers to contact the company in several different ways.
Win the Customer
OCTOBER 12, 2018
The customer service landscape is changing, with technology allowing customer service to shift from call centers and direct contact solutions to self-service technology. . Customers have begun to use, and in some cases even prefer, non-agented interactions,” says Ian Jacobs, principal analyst at Forrester.
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ShepHyken
APRIL 5, 2019
In the age of customer experience, chatbots could be a powerful new way for businesses to differentiate themselves and capture the attention of their target market. Unfortunately, many companies assume that chatbots are reserved exclusively for basic customer service. From Customer Service to Customer Experience.
Beyond Philosophy
AUGUST 25, 2022
Triant explains that UJet is a pioneer in the next generation of cloud contact center applications, typically called cloud contact center as a service. Moreover, these positive engagements drive an improved lifetime value that makes customers feel like returning. Defining Proactive.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
CSM Magazine
DECEMBER 9, 2024
Customer experience can literally make or break a business, so it’s alarming that a number of UK companies remain tethered to legacy contact centre systems. But what’s even more concerning is that those who’ve made the leap to cloud solutions aren’t necessarily reaping the promised rewards.
Upstream Works
MAY 27, 2021
Momentum remains strong for cloud contact center solutions, with most deployments still in their early stages. This is because cloud provides business value across the entire customer service value chain. There is another stakeholder group that benefits from the cloud – agents.
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To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.
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