An increased focus on the digital customer experience translates to adoption of an omnichannel approach to contact center service delivery. As organizations continue to develop their omnichannel capabilities, they must consider the impact to current business and management practices.
Also key is integration between an organization's contact center solution and other critical technologies. A tightly integrated solution provides a unified view of the full customer experience, offering more meaningful insights and gives agents a “single pane of glass” rather than requiring them to have potentially dozens of windows open.
The resources below will help you become familiar with omnichannel implications, tools and technologies.
This paper digs into why omnichannel is so crucial for a successful Digital Customer Experience strategy. Learn how savvy contact centers are integrating various digital channels and customer data—reducing customer frustration and improving agent turnover rates.
COMMfusion's Blair Pleasant presents what omnichannel actually means and debunks many common myths. She delves into how omnichannel helps your agents engage and pivot with customers through multiple channels, with no loss of data or context.
When customers call, email, or message with a problem, the last thing they need is a frustrating experience. As IT and business leaders develop their Digital Customer Experience (DCX) strategies, omnichannel capabilities are critical in delivering measurable CX success.
In this blog series, we break down the top five trends highlighted in our e-book, Contact Center Trends You Need to Know, and share thoughts on the opportunities they present for contact centers in 2019 and beyond.
Recent studies show CX has become the brand differentiator over product and price. A company’s revenue increases significantly when its CX index score rises. Learn three common contact center mistakes that undermine the customer experience—and how to avoid them.
Sheila McGee-Smith highlights the experiences of four companies as they moved their contact centers to the cloud, providing real-world lessons from the “trenches.” Learn the driving factors, benefits and outcomes realized, and plans for adding future functionality.
