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AHT in the Age of Omni-Channel Customer-Centric Service

TechSee

The Shift to an Omni-Channel Approach. Many of today’s customer-centric companies take an omni-channel approach, supporting multiple channels of customer engagement. Deloitte reports that by 2019, more than half of customer interactions are expected to be through channels other than voice. .

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Millennial Generation Customer Service – The Ultimate Guide

TechSee

I’ll help myself, thanks: Called the Do-It-Yourself Generation, Millennials love self-service. Support the DIY culture: Focus on consumer enablement and empowerment through self-service. Cloud-based, omni-channel CRM solutions. Self-service platforms. Investigate how they can work for you. .

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New KPI Metrics in the Era of Self Service

TechSee

Modern contact centers are made up of a complex combination of humans and virtual assistants – using both natural and artificial intelligence – operating over multiple channels and using a wide range of tools to solve customers’ issues. Customer care center metrics in the era of self-service clearly require a different approach.

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Self-Service for Contact Center: The Definitive Guide

NobelBiz

As we will see, the main goal of a self-service system is to reduce the time the agents spend on simple, repetitive tasks or transactions such as paying a bill or getting account balance information. A functioning self-service system generally empowers clients with the tools and resources necessary for their inquiries.

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

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The shift: From customer service to customer experience

Vonage

Javits Convention Center for a day of innovation and inspiration. As scores of attendees packed the impressive all-glass venue in Midtown New York a small group of thought leaders kicked it off with an early morning breakfast to discuss AI, chatbots, omni-channel, and analytics for contact centers. It’s a no brainer.

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Omni Channel vs Multi Channel: What’s the Difference and Who Does it Best?

Bold360

Multichannel and omnichannel might be this decade’s buzzwords, but that doesn’t mean they aren’t also essential to success for both your business and customers. Makes an effort to put out specific content which caters to the strength of its channel. Gives a Collective Content Experience, between all of these channels.