Kayako

JANUARY 5, 2017

According to Forrester Research , “only 36% of contact centers have implemented multichannel integration to provide consistent experiences; 70% do not train agents to support multiple channels, and 56% do not offer an agent-facing knowledge management solution”. Most consumers expect ready access to support or help.

Omni-channel support 38

Omni-channel support Customer Experience Customer Service Multi-channel support 38

Hodusoft

FEBRUARY 29, 2024

Limited Multichannel Support Multichannel, if not omnichannel support, is extremely important in today’s time. Customers today communicate through various channels, such as phone, email, chat, and social media. Overwhelmed staff may struggle to provide personalized attention, resulting in frustrated customers.

Call Center 52

Call Center Abandon rate Omni-channel support call center software 52

ShepHyken

JULY 8, 2022

With daily reports of data breaches, today’s consumers are more concerned about the security of their personal information than ever before. Recently, information such as phone numbers and email addresses has become more personalized. According to Marketing Dive, 71% of consumers are concerned about how brands handle personal data.

Omni-channel support 171

Omni-channel support Customer Service Multichannel Interactive Voice Response 171

TMP Direct

NOVEMBER 6, 2024

Whether through phone, email, chat, or social media, customers demand consistent, high-quality support. This is where omni-channel support becomes essential. Unlike traditional multichannel support, which treats each channel independently, omni-channel strategies focus on creating a seamless journey for the customer.

Omni-channel support 52

Omni-channel support Business Process Outsourcing outsourcing Multichannel 52