Omnichannel

In today’s marketplace, challenges are on the rise. Between increased competition, the workforce shortage, and inflation surging to a record 40-year high, businesses simply can’t afford to add customer churn to the mix. Yet,...

Blending customer contacts, such as outbound outreach for inbound agents (or vice versa), and more recently, digital streams with voice calls, appear to have several benefits for contact centers. With blending, productivity could be improved...

The year is 2023, and the contact center industry is on the brink of change. With new technologies and approaches being developed daily, it’s hard to predict what the next year will bring. However,...

Throughout December, our readers have focused on two big topics over on the blog: how to provide the best customer experience via an omnichannel approach and navigating the challenges of recruiting, training, and retaining...

The customer experience (CX) world has been flipped on its head over the last two years. What we saw happen within contact centers at the onset of the COVID-19 pandemic was simultaneously too much...

Find Out What the Data Reveals. Change. It’s inevitable, as they say. But over the past few years it’s felt like the world as we know it has been transforming at lightspeed. During the early...

If you are managing a contact center, your goal everyday is to enrich your customer’s experiences. That is exactly the foundation to which Kustomer built their business. Only in business for seven years...

There has always been, and will continue to be, a blend of predictability and unpredictability when managing inbound customer contacts. When there is a planned event, like a new product or service launch, upgrade,...

In recent years there has been an uptick in the number of digital channels through which customers can be engaged. These range from websites to mobile phone apps, to social media and eCommerce platforms,...

Retailers are preparing for peak season by analyzing consumer behavior trends, tuning up their tech, adjusting staffing levels, and shoring up logistics. But it’s also a good time to prepare for the tidal wave...

It’s no secret that the customer service industry has taken a significant hit throughout the COVID-19 pandemic. Between angry customer phone calls, miscommunication, insufficient staff, and the overall exasperation of the general public, the...

Much has been written about the impact of the pandemic on just about everything, including what it means to be a customer. Check-ups and appointments went online. Brick-and-mortar retail turned to digital. Our entire...

Rapid swings in consumer brand loyalty is one of the most significant consequences of the digital-first era in customer service, where customer-brand conversations are no longer only one-to-one phone calls but also include public...

We talk a lot about delivering an exceptional customer experience (CX), but the talk focuses on how to deliver it. “Improve first-call resolution,” or “Capture customer feedback.” In the confusion of how words such...

“If at first you don’t succeed, try, try again.” This lovely phrase we all learned as children could come in handy right about now! Omnichannel (OC) is not new, or untried, but it is...

Capitalism loves consolidation, and credit unions are no exception. Callahan & Associates’ creditunion.com reports there were 1,121 credit union mergers in the past five years, with 194 in 2018. What’s behind these mergers? Sure,...

Building powerful and engaging customer experiences through the contact center requires several important ingredients—just-in-time and in-context analytics, artificial intelligence for self-service and after-contact work, seamless omnichannel options for customers, and fair, accurate scheduling. But...

Customer Experience is top of mind with contact center professionals, as the industry dives deeper into digital transformation. It’s a great time for organizations to consider the conversations they are having with their customers....

Customers expect choices when they need to reach out for service or support. They want to interact with brands via their preferred channel, be it voice, text, chat, social media or email. Companies generally are...

Mapping the customer journey is not a new concept. In fact, within the contact center world, it’s quickly become a critical part of delivering a solid omnichannel CX. After all, that journey has become...