2014 Omni-Channel Self Service 
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”. What goes into good self-service? Seven Help Centers we love.
Vonage
JANUARY 30, 2019
Nine out of the ten topics mentioned in our inaugural 2014 version have become mainstream. Omni-Channel Design. Brands still struggle with the reality that omni-channel is about customer choice not cost reduction. So, here’s hoping that form still runs true for this latest iteration. AI & Contact Centres.
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Joe Rawlinson
AUGUST 9, 2017
Use social media channels to keep in touch with your customers and stay engaged. Deliver a Satisfying Omni-Channel Experience. Customers also crave a more satisfying omni-channel shopping experience, IBM’s study found. Add Value by Utilizing Technological Innovations.
Kayako
DECEMBER 31, 2015
Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. A lot of posts have centered around studying the very metrics that you should consider in building your self-service tools, and studying the metrics of how you use your helpdesk. The best of self-service.
Vonage
SEPTEMBER 20, 2016
.” Bob Furniss, Bluewolf customer care practice director, adds: “Visibility and accessibility are key to establishing omni-channel service, as are utilizing emerging customer contact channels — video, SMS, self-service portals, and mobile apps — rather than traditional phone and email channels.”
Comm100
JANUARY 14, 2016
A Deloitte Point of View report states emphatically that omni-channel retailing is the future of business, and most experts agree. However, many experts also agree that omni-channel marketing requires more than just offering multiple channel or contact choices. Self-Service Tools – Good for Everyone.
Martin Hill-Wilson
FEBRUARY 16, 2016
I recently designed and ran a new masterclass – Making Automation & Self Service Work In Your Contact Centre. We concluded that Intelligent Assistants are not just a channel shift strategy. These days it’s a powerful self service interface. By the end of the day we were all shaken and stirred.
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