Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels. An omnichannel customer support center connects customers’ interactions no matter where they take place.

Omnichannel 95

Omnichannel Customer Experience Contact Center Social Media 95

Talkdesk

JANUARY 2, 2020

” According to Gartner: “By 2022, CCaaS will be the preferred adoption model in 50% of contact centers with more than 750 agents, up from approximately 10% today. By 2023, customers will prefer to use speech interfaces to initiate 70% of self-service customer interactions, rising from 40% today.

Customer Service 66

Customer Service Contact Center 2025 Competitive Advantage 66

Upstream Works

DECEMBER 11, 2018

However, with a firm grasp of some of the advancements that 2018 has brought us, it’s logical to predict that these will continue to make an impact on Customer Experience Management in 2019. Agent time is optimized, enabling them to devote more time to higher-value work that results in greater customer experience. AI, Bots & RPA.

Customer Experience Management 96

Customer Experience Management 2019 Management Customer Experience 96