Omni-channel support Self service Technology 
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.
TeamSupport
APRIL 15, 2021
Hence, leading businesses are focused on using technology to humanize their labels and develop service models to withstand this ever-changing business environment. Marketing and Technology. Technology is making an increasingly significant contribution to customer service. High Touch Technology.
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CSM Magazine
JULY 24, 2015
In the not-too-distant past, most customer support was conducted by telephone. Then, over the years, technology changed the way we communicate and companies added more customer support channels. As social media and website capabilities evolved, channels were expanded further.
DMG Consulting
FEBRUARY 5, 2020
IVA, bots, RPA, AQM, self-service, WFM, etc.) Do you plan or are you engaged in a digital transformation that includes digital and social media channels? Figure 1: Contact Center Technology Investment Priorities for 2020. Digital Transformation and Omni-Channel Support. in the next couple of years?
Win the Customer
DECEMBER 15, 2015
We want our personalized customer service to encompass a wide variety of platforms from social media to mobile while still being easy to use with lightning-fast responses. At the end of 2014, Forrester reflected on current and rising trends in customer service including omni-channel support.
InGenius
JANUARY 31, 2020
Being a progressive industry driven by innovation and new technology, we can expect to see several trends emerging this year that propel the industry forward and have a significant impact on customer experience and agent productivity. Contextualized omni-channel support. An increase in self-service automation.
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”. Customers expect support to be available 24/7.
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