Aspect

JULY 11, 2017

According to Aspect’s Agent Engagement Survey, 78% of customer service reps who feel engaged are satisfied at their job, a full 16 points higher than the average and a whopping 54 points higher than those agents who don’t feel engaged. Full multi-session, omni-channel support on popular web browsers and on all client devices.

Agent Empowerment 70

Agent Empowerment Omni-channel support Employee engagement Surveys 70

DMG Consulting

FEBRUARY 5, 2020

DMG’s annual survey of contact center investment priorities for the year has confirmed the anecdotal data we’ve been hearing from companies. As it’s difficult to get enterprise executives and managers to participate in any kind of a survey, this year we decided to ask only 3 questions. Digital Transformation and Omni-Channel Support.

Omni-channel support 87

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

TeamSupport

APRIL 15, 2021

Surveys show that 86 percent of customers are willing to pay more for a better customer experience. Omni-channel support is distinctly different from multi-channel support. Omni-channel synchronizes communication channels together, allowing teams and customers to work seamlessly with each other.

Omni-channel support 106

Omni-channel support Customer Support Technology B2B 106

REVE Chat Blog

APRIL 8, 2020

Customer service satisfaction is measured by understanding how your customers interact with your brand and collecting their feedback through surveys using different channels. The customer satisfaction tips also highlight the areas for improvement you make CSAT surveys. . Deliver omnichannel support.

Omni-channel support 98

Omni-channel support Self service Chatbots Feedback 98

Kayako

JANUARY 5, 2017

Forrester’s latest consumer survey about channel usage for customer service , reported that the use of the help/FAQ pages on a company website for customer service increased from 67% in 2012 to 76% in 2014. Most consumers expect ready access to support or help. Multi-channel support can silo important customer history.

Omni-channel support 38

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

Nicereply

JANUARY 9, 2023

Get the most out of your surveys and improve customer satisfaction. If you want to substantially improve your customer satisfaction , generic survey questions won’t be enough. Provide Omni-Channel Support. That’s where omnichannel support comes in handy. Are you a B2B Business?

Omni-channel support 52

Omni-channel support B2B Interactive Voice Response Feedback 52

CSM Magazine

SEPTEMBER 10, 2018

Without considering the demographics and factors specific to a region, it is difficult to understand what kind of support is wanted by your customers. They give more insights than the usual surveys and ratings. This helps you rebuild your support strategy according to your customers.

Omni-channel support 40

Omni-channel support Metrics Customer Service Transportation 40