CCNG

DECEMBER 6, 2020

We all know that contact centers require a thoughtful balance of People, Process and Technology. The technology in a contact center, ideally, should support and enhance the other two components (People and Process). When it comes to technology, vendors are always pushing the next big thing.

Omni-channel support 195

Omni-channel support Contact Center Technology voip 195

DMG Consulting

FEBRUARY 5, 2020

2020 Contact Center Investment Priorities. DMG’s annual survey of contact center investment priorities for the year has confirmed the anecdotal data we’ve been hearing from companies. 2020 is looking to be an outstanding year for contact center investments. IVA, bots, RPA, AQM, self-service, WFM, etc.)

Omni-channel support 87

Omni-channel support Contact Center Interactive Voice Response Self service 87

InGenius

JANUARY 31, 2020

As January comes to a close, we wanted to have a look at what 2020 has in store for the contact center. To ensure you stay ahead of the curve in the year to come, we have compiled a list of what we think will be the top five trends for the contact center in 2020. Live engagement customer service.

Omni-channel support 62

Omni-channel support Contact Center Virtual Agent Self service 62

Kayako

JANUARY 5, 2017

In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Yet, relatively few contact centers have focused on providing a consistent customer experience. Customers expect support to be available 24/7.

Omni-channel support 48

Omni-channel support Customer Experience Customer Service Multi-channel support 48

DMG Consulting

MAY 3, 2019

No contact center technology has undergone as significant a paradigm shift as the WFM sector. But contact centers are also realizing many benefits, including reduced operating costs, optimized scheduling, improved performance, decreased staff attrition and an engaged and committed workforce.

Omni-channel support 67

Omni-channel support Contact Center Self service Analytics 67

CSM Magazine

AUGUST 16, 2024

Your agents can see a customer’s purchase history, support interactions, and preferences, enabling them to provide personalized and efficient service. Cloud solutions also offer a range of other tools to streamline customer service operations.

Omni-channel support 52

Omni-channel support Customer Service CRM Contact center software 52

Hodusoft

JUNE 7, 2024

Call Center Management: Challenges, Strategies, Tips, and Best Practices In today’s time, setting up a call or contact center is extremely easy. At HoduSoft , we strongly believe that call centers and contact centers should do whatever it takes to manage their daily operations as efficiently and effectively as possible.

Best practices 52

Best practices Call Center Omni-channel support Management 52