Even as CX technology advances – from automations to AI – at the end of the day, customers still want one thing: quality, personalized service experiences. No matter the form of communication offered, whether it be self-service, SMS, digital channels, or phone conversations with a service rep, organizations that are able to consistently deliver exceptional personalized experiences across channels will retain an immense competitive advantage.
Topics: cx, webinar, voice self-service, SMS, SAP
Well-established processes are crucial for service desks and customer service centers. Relying on a standardized approach to tasks and operations helps to ensure that customers have positive experiences at every touchpoint.
Topics: voice, contact center technology, customer service management, digital transformation, SMS
Contact centers have come a long way over the last couple of decades, nearly unrecognizable to an agent from the 1990s. While using social media, chat, and email to communicate with customers was unimaginable at that time, these channels are now essential for delivering a positive customer experience for a modern-day enterprise.
Topics: IVR, contact center integrations, contact center trends, speech analytics, voice self-service, SMS
