Omnichannel


The New CX Imperative: Serving the Values-Based Consumer with a Heaping Helping of Digital Empathy

Digital empathy happens when companies ‘listen’ to customer behavior across channels, learn from it and apply their knowledge to improve a customer’s digital experience.

Technology Omnichannel


Transform Your CX from Good to Great by Treating Your Agents Right

The study found that the number of channels agents are balancing is the second most common stressor (67%), just behind the amount of paid time off they receive (75%).

Technology Omnichannel


How Embracing Digital Customer Service Can Create Brand Advocates

Digital-first customer service doesn’t mean ‘digital only,’ or that the first channel the customer uses will be the most effective at solving his or her issue.

Operations Service Delivery Strategy Customer Experience Service Delivery Technology Omnichannel


What, Exactly, Makes for Great CX?

A great customer experience results from combining (1) knowledge with (2) time savings in a way that (3) fits the customer’s personality.

Technology Omnichannel White Papers


Time to Try Omnichannel… Again

Few can truly rebuild, but you can get on a cohesive path instead of just adding the next channel in isolation.

Technology Omnichannel


Does Your Credit Union Need a Merger to Deliver Omnichannel Service?

‘Future-ready’ includes the capability to deliver superior service by whatever channels members choose to reach their credit unions.

Technology Omnichannel White Papers


It’s Time to Rethink Your Approach to Supporting Customer Service Agents

If tools aren’t supporting your agents, your agents cannot support customers.

Technology Omnichannel


CX Satisfaction Starts with Your Brand Advocates

Empower agents to provide insightful, proactive service by unlocking the power of customer data.

 

Technology Omnichannel White Papers


Why It’s Time for Your Contact Center to Embrace Omnichannel

Customers expect the same level of service no matter how they contact you. They don’t view your brand as a series of channels, rather they see it as one cohesive unit.

Technology Omnichannel White Papers


Take Action on the Customer Journey for Enhanced CX Satisfaction and Loyalty

There is a lot of power in being able to jump in and help shape the customer journey to be more direct and with less “turbulence.”

Technology Omnichannel White Papers


Leveraging Digital Channels

Companies still view their products and services as point solutions instead of thinking about the entire ecosystem that the devices live in.

Operations Assisted Service Technology Omnichannel


Why It’s Time for Your Company to Embrace Omnichannel

It’s important to ensure that whether it’s the human interacting with the customer, or it’s the digital interaction, or it’s the bot, your customers are getting the same answers across all channels.

Technology Omnichannel White Papers


Mobile Apps for Agents

The mobile app keeps employees connected to goals, policy and culture—all those important aspects of a company that you sometimes don’t get to participate in when you work from home.

Technology Omnichannel


What to Expect for Contact Centers in 2018

Expect to see businesses expand the role of the contact center as a competitive differentiator, with increased investments in technology modernization to deliver exceptional customer experience.

Technology Omnichannel


Smartphones Rock the Contact Center

Visual guidance such as diagrams, forms, pictures and live videos will slowly supplant more sterile voice or text interactions.

Technology Omnichannel


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