The ultimate channel strategy is channel-less

26 Jan 2021 3 min

Personalized channel management strategies are crucial to meeting customer expectations. Since providing multiple channels is now an industry standard, a true differentiator is the effective integration of different cross-channel interactions into one smooth conversation. Customers expect the same seamless experience with brands as they enjoy in their private lives, and contact center directors’ channel strategies must reflect that reality.

Read more

Filter by

Year:
Showing 37-45 of 47 results
Contact Center: overcoming the barriers to cloud adoption

22 Jul 2019

5 min

Contact Center: overcoming the barriers to cloud adoption

In 2019, the cloud will be a must in all sectors of activity. The evangelization phase has borne fruit, but a number of obstacles to migration remain. The challenge then becomes to support companies in this major change.

Chatbots: the quest for ROI (Part 2)

11 Jul 2019

5 min

Chatbots: the quest for ROI (Part 2)

Why properly designed chatbots are still a tool of the future to provide the best possible customer experience?

Chatbots: the quest for ROI

4 Jul 2019

3 min

Chatbots: the quest for ROI

Equipped with unique personalities, chatbots use speech and playful content to entice with their conversation and instill a sense of comradery with consumers won over by self-service... at least in theory! Today, the time has come to confront promises with reality.

Give your customers what they want

19 Mar 2019

5 min

Give your customers what they want

Customer demands have increased exponentially because customers interact more frequently with businesses. They want their interactions to be convenient, timely, efficient, and, above all, tailored to their needs.

Becoming Millennial-Friendly, Exceeding The Customer Experience Expectations Across All Generations

12 Mar 2019

10 min

Becoming Millennial-Friendly, Exceeding The Customer Experience Expectations Across All Generations

While, companies differ tremendously in both the diversity of customers served and the number and nature of the offerings to market, those who are succeeding in meeting, or exceeding, Millennial expectations have a channel-less approach to engagement and look to deliver excellent conversations in ways that seamlessly traverse the right channels at the right time.

Happy agent, loyal customer

3 Jan 2019

10 min

Happy agent, loyal customer

If you want customers to love your brand, your employees must love it too.

How to keep your customer service promises

21 Dec 2018

5 min

How to keep your customer service promises

The phone is still the best way to really connect with your customers.

Voice-based chatbots – a revolution in customer relations

14 Dec 2018

4 min

Voice-based chatbots – a revolution in customer relations

While phone is still the most important channel for customer service, voice-based chatbots represent the holy grail of customer service automation, enhancing customer experience to the latest digital standards and delivering a rapid return on investment.

Interconnectedness – the solution to its own problem

7 Dec 2018

7 min

Interconnectedness – the solution to its own problem

The evolution of technology has made it possible to manage customer interaction on a single, interconnected channel. In an era where communication between organizations and their individual customers is fuelling an increased number of interactions, why not use smart technology to take care of your low-complexity cases?

1 4 5 6