BlueOcean
JANUARY 9, 2018
Artificial intelligence in the contact center is one significant piece of the puzzle that is omni-channel customer service. With integration between live chat, video chat, SMS, web forums, email, social, self-serve apps, and, of course, voice, the omni-channel experience must be seamless.
transcosmos Information Systems
AUGUST 17, 2017
Gone are the days when offering a telephone customer care service would suffice, as omni-channel has shifted the business paradigm. For this reason, outsourcing companies no longer just offer phone or email customer support. What is an omni-channel experience?
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BlueOcean
JANUARY 6, 2020
Competitive pressures, customer expectations, and emerging technologies are some of the key factors pushing leaders to elevate and evolve their customer service approach. We often talk about omnichannel as the ultimate goal for any and every customer service solution. An Increase in Channel Switching.
TechSee
DECEMBER 12, 2017
To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints. However, delivering the much-desired omnichannel experience comes with its own set of challenges. Read on for surefire solutions.
BlueOcean
APRIL 30, 2021
A couple of years ago, we explored the state of omnichannel customer care , recognizing the fact that consumers have more channel options available to them than ever before. We also, as an industry, have exponentially more data and insight about consumer behaviors around these channels. Channel Focus.
Vonage
SEPTEMBER 21, 2017
No social customer care program can be successful without the right people interacting with your customers and prospects. The hiring of the front-line social care staff should be thoughtful, strategic and intentional, as it will set up the rest of the program to be able to scale in the future.
Vonage
OCTOBER 2, 2017
No social customer care program can be successful without the right people interacting with your customers and prospects. The hiring of the front-line social care staff should be thoughtful, strategic and intentional, as it will set up the rest of the program to be able to scale in the future.
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