NICE inContact
DECEMBER 8, 2016
68% of Millennials have higher expectations for customer service today than just a year ago. As far as what they’re looking for when they do engage with customer service representatives, 78% of Millennials want the agent to already know their contact and product information, as well as service history.
InMoment XI
JANUARY 12, 2024
Here is a breakdown of how conversation intelligence operates: Data Collection: Conversation intelligence platforms can work as part of an omnichannel contact center to gather data from various sources, including audio recordings of phone calls, video conferences, chat transcripts, emails, and other written communication channels.
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GetFeedback
APRIL 25, 2019
When they have issues they don’t just send emails or call anymore, they also use social media, your app and even live chat and they expect consistent support across these channels. Which is why most businesses today use multi-channel customer service to interact with their customers across different channels.
InMoment XI
OCTOBER 24, 2023
By harnessing the transformative power of contact center analytics, businesses can sculpt experiences that are not just memorable but also meaningful, ensuring that every customer interaction becomes a harmonious note in the grand orchestra of customer experience. Each of these interactions leaves behind a trail of data.
Lumoa
MAY 19, 2020
Perhaps you might consider hiring more customer service representatives before investing in CRM software or a multi-channel servicing strategy. You could either roll out a complex CX program all at once, or you could roll out pieces of it systematically. Analyze alternatives.
Lumoa
APRIL 28, 2024
More than 80% of business leaders see customer experience as a growing priority in 2024. But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? That’s where customer experience platforms come in.
Comm100
AUGUST 11, 2016
There are so many different customer service support channels these days that it can be hard to know where to focus your efforts. Luckily, an operator with the right skills can handle multiple channels like a champion. Understand the customer’s experience. Where is your customer from? How old is he?
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