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How to Implement a Successful Omni-Channel Strategy and Solution

Vonage

Now, more than ever, deploying an effective omni-channel strategy is critical to business success. According to research by the Aberdeen Group, companies with strong omni-channel customer engagement retain an average 89 percent of their customers, compared to just 33 percent for those companies without. Management.

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Customer Experience in Insurance: Strategies to Boost Customer Satisfaction

InMoment XI

Clear communication and self-service tools are crucial to their satisfaction. Mendix ) Human agents and advisers remain the highest-rated channel for customer satisfaction, with 20% of customers willing to switch insurers if their adviser left. The takeaway for insurers is to invest in multiple communication channels.

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Customer Service Trends 2017: An Effortless Customer Experience is Vital for Loyalty

Kayako

In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Self-service is fundamental to customers getting the answers they need and streamlining the workloads of live support teams. What goes into good self-service?

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What You Need to Know About Omnichannel

NICE inContact

Today’s customers expect omnichannel. customer service. How is omnichannel customer service different from (or: better than?) multichannel customer service? Here’s the basics on what’s what between “multi” and “omni” – and why you should care. But what really does that mean?

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Millennial Generation Customer Service – The Ultimate Guide

TechSee

each day and often engage in “tech multi-tasking,” such as setting a date via messaging app while while watching Netflix and tweeting about it. 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.

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Self-Service Strategies for Elevating CX at Your Contact Centre

NICE inContact

In a way, self-service in the contact centre is kind of like a buffet: You need a strategy, or you might overeat or miss all the best dishes. It seems like self-service options are everywhere these days. And I know I am not the only fan of faster self-service. What’s your strategy? Many Options.

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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. Multichannel: • Literally means ‘many channels’. Makes an effort to put out specific content which caters to the strength of its channel.