Comm100

JANUARY 6, 2022

In a 2021 Harvard Business Review white paper on customer experience , eight executives from a variety of organizations and industries provided their definition for what CX is, and how it’s measured. To achieve digital CX excellence, support must include the following: Omnichannel . Customer service technology has matured.

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2022 Customer Experience Omnichannel White Paper 93

Think Customers

OCTOBER 4, 2021

Chatbots perform an important role in the omnichannel ecosystem, but chatbot platforms often keep the customer glued to one channel. For your contact center operations, this can be beneficial by deflecting lower value Tier 0 and Tier 1 interactions, while also delivering 24/7 customer support at scale.

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Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. Remember: Create incentives for B2B online interaction. Recommended for you: 8 Proactive Chat Best Practices with Ready-to-Use Scripts.

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Customer Journey Social Media B2C Omnichannel 84

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. Remember: Create incentives for B2B online interaction. Recommended for you: 8 Proactive Chat Best Practices with Ready-to-Use Scripts.

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Customer Journey White Paper Social Media B2C 40

Comm100

FEBRUARY 25, 2020

Your team can spend days crafting the perfect customer journey, but if only some people on your team can see the most recent interaction with the customer, how can your perfect customer journey come to fruition? Incorporate an omnichannel customer engagement platform . Use routing rules effectively.

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White Paper Social Media Omnichannel B2B 64

CSM Magazine

JULY 27, 2022

A huge 86% of shoppers say they want to interact with businesses who share their beliefs, and this figure rises to 95.8% The Tipping Point of Loyalty white paper from Upside found that loyal clients are 22 times more valuable to a business than average buyers. Be contactable and prompt.

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Customer Journey White Paper Loyalty Consumers 64

Comm100

FEBRUARY 25, 2020

Your team can spend days crafting the perfect customer journey, but if only some people on your team can see the most recent interaction with the customer, how can your perfect customer journey come to fruition? Incorporate an omnichannel customer engagement platform. Remember that customer who complained on email and through Facebook?

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White Paper Social Media Omnichannel B2B 52

Kustomer

AUGUST 4, 2023

The Opportunities and Challenges of Leveraging Real-Time Customer Service Feedback The team at Kustomer have been quick to pick up on the value of customer service feedback and conversational support , providing helpful content with various blogs and a white paper. Customers are humans we’re interacting with — not tickets.

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Feedback White Paper Insurance Omnichannel 52

Comm100

FEBRUARY 19, 2020

If a customer has marked multiple interactions as unsatisfactory, you can assign them with a VIP status so that your agents can prioritize their unresolved complaints and even be alerted to their presence on your site whenever they return. To learn more about how this works, read our ‘ Never Miss a VIP ’ white paper.

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White Paper B2C Social Media E-support 64

Calabrio

JULY 29, 2016

Analytics technology has reshaped the contact center space, and organizations that have embraced it to improve the quality of customer interactions are gaining the upper hand competitively. However, for companies to really understand interactions within the contact center, evaluating interactions at random will not give a complete picture.

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Contact Center White Paper Omnichannel Call Center 56

Comm100

FEBRUARY 19, 2020

If a customer has marked multiple interactions as unsatisfactory, you can assign them with a VIP status so that your agents can prioritize their unresolved complaints and even be alerted to their presence on your site whenever they return. To learn more about how this works, read our ‘ Never Miss a VIP ’ white paper. Whitepaper.

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White Paper B2C Social Media E-support 40

Team HGS

FEBRUARY 6, 2018

HGS recently released a white paper on this year’s top 10 trends in customer service. Mobile driven interaction management —in-app messaging, chat, SMS, and social—have become foundational components of an omnichannel strategy. 2018 Trend 1: Digital Channels Finally Overtake Voice. Here, we dissect CX Trend No.10:

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Magellan Solutions

JULY 28, 2021

Philippines Outbound Call Center Creates Effective Script to Interact with Your B2B Clients. Telemarketing Services in the Philippines Have Omnichannel Depending on Prospects’ Convenience. White Papers. When your agent performs a cold call to your potential clients, they only have 3 to 5 seconds to catch their attention.

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B2B White Paper Call Center Social Media 52

Hallmark Business Connections

AUGUST 11, 2021

Create a seamless omnichannel experience. Keep in mind that companies with strong omnichannel approaches have an average customer retention rate of 89% , while companies with weak omnichannel engagement retain only 33% of their consumers. It’s a tactile, creative way for customers to interact with the brand.

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Marketing Magazine White Paper Social Media 74

NICE inContact

NOVEMBER 9, 2018

Here are some of the things we learned: Nearly half of all inbound contact center interactions are for the purposes of asking for help. Only about a third of consumers are happy with their last interaction. Most interactions occur over the phone. Let your customers contact you in ways that work best for them.

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Contact Center White Paper Omnichannel 2018 49

RapportBoost

NOVEMBER 15, 2018

For starters, the emphasis for call centers and customer service teams to employ “omnichannel” solutions took center stage. That means more than just pointing the customer to a white paper. Nearly every breakout period held a session that discussed aspects of this conversational selling approach.

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White Paper Call Center Telecommunications Omnichannel 71

Uniphore

DECEMBER 17, 2021

healthcare market must continue to transform how they interact with consumers if they want to succeed. Automate common, repetitive inquiries with personalized self-service via an omnichannel intelligent virtual assistant (IVA), supporting voice, web, and mobile channels, to offload interactions while accelerating resolution.

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Healthcare Contact Center 2021 Average Handle Time 52

Comm100

FEBRUARY 7, 2018

Does the vendor offer tools to personalize customer interactions? Will the vendor provide a robust knowledge base for self-education and training, including blog posts, white papers, eBooks, and multimedia content? In other words, will this vendor contribute to your omnichannel strategy?). Evaluating Scalability.

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Customer Engagement Engagement Social Media White Paper 41

Uniphore

JANUARY 19, 2022

White Papers. Self Serve Omnichannel AI-driven intelligent virtual assistant (IVA). Analyze Analytics and insights from 100% of interactions across all channels. Conversational AI Platform. U-Self Serve. Case Studies. Infographics. Conversational AI. Emotion AI. Speech Analytics. Our Mission. Board of Directors.

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Comm100

OCTOBER 11, 2017

White Paper] The Guide to Becoming a Top Performing Live Chat Operator. According to McKinsey , handling an inbound telephone call typically costs a company $6 to $8, whereas an interaction using social media costs less than a dollar. Well-trained operators mean better customer satisfaction. An Effective Channel-less Strategy.

Social Media 49

Social Media Customer Service Strategies Customer Service Download 49

Uniphore

JANUARY 4, 2022

White Papers. Self Serve Omnichannel AI-driven intelligent virtual assistant (IVA). Analyze Analytics and insights from 100% of interactions across all channels. Conversational AI Platform. U-Self Serve. Case Studies. Infographics. Conversational AI. Emotion AI. Speech Analytics. Our Mission. Board of Directors.

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2022 White Paper Contact Center Innovation 126