Comm100

APRIL 6, 2020

Before we dig in deeper, let’s first distinguish it from multichannel. Multichannel customer engagement refers to companies interacting with customers through multiple channels, such as phone, email, and live chat, with each channel managed in its own platform. Free Download: Customer Engagement 2020 White Paper.

Multichannel 52

Multichannel Chatbots Customer Care Coaching 52

Comm100

FEBRUARY 7, 2018

Checking Multichannel Capabilities. Will the vendor provide a robust knowledge base for self-education and training, including blog posts, white papers, eBooks, and multimedia content? Checking Multichannel Capabilities. Does the marketing automation vendor allow you to run multichannel campaigns?

Multichannel 53

Multichannel CRM Marketing Accountability 53

UJET

FEBRUARY 11, 2020

In our 2019 survey, we found that offering customer support across multiple channels and touchpoints is just the tip of the spear, and while many companies have been successful in terms of adding channels, there is room for improvement when optimizing and promoting those channels in order to meet the needs of consumers both today and moving forward.

Transportation 72

Transportation Interactive Voice Response Customer Support Surveys 72

Fonolo

FEBRUARY 7, 2013

A 2014 AMEX survey found that the maximum amount of time customers are willing to wait is 13 minutes. In a recent survey of 200 call centers, Contact Babel found that those with a virtual queuing option had a 32% lower average abandon rate. This white paper explores key areas that are sure to shake up the industry.v.

Call Center 62

Call Center Interactive Voice Response Abandon rate Wait times 62

Integrity Solutions

MAY 24, 2023

Yet, despite the fact that 84 percent of them rated achievement drive as key, only 26 percent of our survey respondents said they effectively focus on achievement drive in their sales training programs. And while demand for good salespeople has never been higher, many recruiters struggle to even convince people to go into a career in sales.

Sales 52

Sales Coaching Accountability Personalization 52

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. According to a survey conducted by UBM, 75% of participants cited having to repeat themselves. This post includes highlights from our Omnichannel white paper. Increased customer satisfaction.

Average Handle Time 59

Average Handle Time Multichannel CRM Analytics 59

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. According to a survey conducted by UBM, 75% of participants cited having to repeat themselves as their biggest issue when communicating with a brand. Free Download: Customer Engagement 2020 White Paper.

Average Handle Time 40

Average Handle Time Multichannel Chatbots CRM 40