BlueOcean

FEBRUARY 24, 2016

In this day and age, like it or not, as consumers, we should all pretty much expect that any consumer activity, outside of buying a pack of gum at your corner store, will automatically result in personal data being collected and shared by the companies, brands and organizations we patronize. Where Will Your Contact Center Fit In?

Customer Service 136

Customer Service Contact Center Call Center Self Service 136

CSM Magazine

JUNE 12, 2020

Rising customer expectations and increasing brand loyalty competition are driving the need to provide greater value-driven service to both consumers and stakeholders. Omni-channels, chatbots, artificial intelligence, and e-commerce represent new cornerstone technologies to achieve that goal. Omni-channels.

Omni-Channel 52

Omni-Channel Customer Service Self Service Virtual Agent 52

Bold360

SEPTEMBER 15, 2020

Today’s customer expects quick responses across all channels, especially during an uncertain time of global pandemic and economic recession. Many customers justifiably don’t want to spend their valuable time waiting on the phone or writing an email that might not get a response for days.

Chatbots 90

Chatbots Net Promoter Score Virtual Agent Competitive Advantage 90

Upstream Works

JANUARY 18, 2022

Rob leads the strategic vision and operations of the company with a continued focus on omnichannel innovation and a passion for exceeding partner and customer expectations. Artificial intelligence is still an important initiative, but efforts should be focused primarily on augmenting the agent’s capabilities.

Contact Center 78

Contact Center Virtual Agent Self Service Knowledge Base 78

NobelBiz

FEBRUARY 21, 2023

Key Points : Call centers are more and more digitally focused Data will become more valuable for businesses AI is becoming a must for contact center Omnichannel will continue to rise, but telephony is here to stay The hybrid contact center is the new norm 1. There is a need for a better infrastructure to support remote agents.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

NobelBiz

FEBRUARY 15, 2023

Key Points : Call centers are more and more digitally focused Data will become more valuable for businesses AI is becoming a must for contact center Omnichannel will continue to rise, but telephony is here to stay The hybrid contact center is the new norm 1. There is a need for a better infrastructure to support remote agents.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

NobelBiz

OCTOBER 15, 2024

Approaching 2025, customer engagement is under rapid evolution – in fact, it’s changing more now than it ever has. With advancements in AI, data analytics, and omnichannel technologies, the way in which businesses engage with customers is exponentially changing.

Customer Engagement 52

Customer Engagement Engagement Strategy Self Service 52

Think Customers

OCTOBER 4, 2021

In most cases it’s an artificially intelligent virtual agent that greets users in the corner of the screen with the option to continue the conversation with the AI or transfer to an agent. Chatbots perform an important role in the omnichannel ecosystem, but chatbot platforms often keep the customer glued to one channel.

Chatbots 52

Chatbots Self Service Contact Center Average Handle Time 52

Comm100

FEBRUARY 16, 2018

Like Amazon, where can you create additional speed and convenience for your customer? Businesses Will Move Towards a Channel-less Experience. Shep Hyken confesses that he’s tired of the words multichannel and omnichannel support – and he’s not alone. So, what’s a customer-centric company to do?

Customer Service 122

Customer Service Social Media Chatbots Knowledge Base 122

Magellan Solutions

JULY 29, 2021

It dramatically heightened customers’ expectations. No longer would they tolerate endless hold times, obtuse service agents, or handoffs. Through friendly interactions, your virtual agent can ensure that your live agents speak with the most qualified leads. Omnichannel Communication — The New Norm.

Call Center 52

Call Center Self Service Social Media Omni-Channel 52

Kustomer

JUNE 27, 2022

Ensuring these attributes are integrated and delivered across all company channels will aid not only in meeting but also in surpassing customer expectations. History Lesson: How Did Customer Service Evolve. Shelf and MerlinAI power your omnichannel CRM with the entirety of your company’s knowledge.

Software 92

Software Tools Customer Service Self Service 92

Verint

MAY 1, 2018

Today Verint announces a line-up of conferences and digital events taking place in May that focus on digital and omnichannel customer service, GDPR compliance, automation and artificial intelligence, as well as the upcoming Engage TM global customer conference. Omnichannel Service: How do YOU Rate? ET on May 2.

Self Service 22

Self Service Customer Engagement Engagement Omni-Channel 22

Pointillist

SEPTEMBER 28, 2021

Enterprises expect contact center leaders to transform call centers into customer experience hubs, delivering the exceptional experiences that customers demand and drive long-term growth. Advances in digital technology have reshaped customer expectations for exceptional experiences.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

InteractionMetrics

MARCH 20, 2025

Just as customer satisfaction surveys reveal gaps in happiness, the right customer experience software bridges them; It helps you meet customers where they are and deliver personalized support every step of the way. Explore plans at Talkdesk’s pricing page or try a 14-day free trial. Learn more on the SANDSIV website.

Software 52

Software Multi-Channel Contact Center Social Media 52

Calabrio

MARCH 10, 2025

This category focuses on tools that capture, analyze, and interpret customer data, providing valuable insights into customer behavior, sentiment, and trends in order to optimize workflows, anticipate customer needs, and drive growth with exceptional experiences. Top Providers: Qualtrics, SurveyMonkey, Medallia 13.

Call Center 130

Call Center Self Service Tools Contact Center 130