VocalCom

JUNE 29, 2020

According to Gartner research on customer channel preference, phone is the most popular channel for customer service interactions, and remains a significant channel of interaction for escalation purposes and for complex issues. so that contact centers can deliver a real omnichannel customer experience.

Contact Center 62

Contact Center CRM contact center solutions Customer Experience 62

VocalCom

JUNE 18, 2020

Gartner’s 2019 Magic Quadrant report anticipated that, by 2022, contact center as a service (CCaaS) would become the preferred adoption model for about half of contact centers, up from about 10% in 2019. Download our white paper Contact Centers of the Future: Creating the experience of tomorrow.

Cloud contact 62

Cloud contact Contact Center contact center solutions Self service 62

VocalCom

JUNE 16, 2020

The single most important value of the contact center now and going forward as customers and employees navigate an increasingly complex world is – or should be – empathy. Download our white paper Contact Centers of the Future: Creating the experience of tomorrow. Carlo Costanzia. CEO of Vocalcom.

Contact Center 62

Contact Center Cloud contact contact center solutions Call center experience 62

Comm100

APRIL 6, 2020

Its effectiveness has been proven across industries, and its uses have expanded into many areas, from marketing to customer service. Its popularity comes as no surprise when you look at the stats: companies with strong omnichannel customer engagement see a 9.5% But what does ‘omnichannel customer engagement’ even mean?

Multichannel 52

Multichannel Chatbots Customer Care Coaching 52

VocalCom

JULY 2, 2020

On the other hand, technology does more than answering the basic needs of customers. In a study by Harvard , 72% of respondents said frontline customer service teams experienced a higher productivity when directly empowered with data-driven analysis and decision-making. Dealing with Greater Complexity.

Contact Center 62

Contact Center Self service Virtual Agent Chatbots 62

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. At its core, the digital omnichannel promise is simple; it means supporting customers effectively and cohesively across all digital channels. It was a shift backed by data—lots of it.

Average Handle Time 58

Average Handle Time Multichannel CRM Analytics 58

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. At its core, the digital omnichannel promise is simple; it means supporting customers effectively and cohesively across all digital channels. It was a shift backed by data—lots of it.

Average Handle Time 40

Average Handle Time Multichannel Chatbots CRM 40

VocalCom

JUNE 22, 2020

Download our white paper Contact Centers of the Future: Creating the experience of tomorrow. Want to know more about the evolution of contact centers ?

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

Comm100

FEBRUARY 7, 2018

Checking Multichannel Capabilities. Will the vendor support deep customer database customization, including custom lead and contact management? Will the vendor allow you to target custom groups/industries/visitors? Does the vendor support custom functions that go beyond traditional sales/marketing/customer service?

Multichannel 52

Multichannel CRM Marketing Accountability 52

Fonolo

FEBRUARY 7, 2013

Most callers will begin subconsciously rating their customer experience from the beginning of the interaction, regardless of the channel; phone, web, social media, or mobile app. For some examples of how to set up a self-serve system the right way, check out this post on 5 Brand Websites Doing Customer Service Right.

Call Center 62

Call Center Interactive Voice Response Abandon rate Wait times 62

UJET

FEBRUARY 11, 2020

Today’s consumers are tech-savvy individuals who use multiple channels to communicate with family and friends. But even with separate channels, the ability to contact someone, share information, and have a personalized interaction are the same regardless of the channel it is happening on.

Transportation 72

Transportation Interactive Voice Response Customer Support Surveys 72