Skills-Based Routing: Implementation & Best Practices Skills based routing is the process of routing a customer to an agent with the skills required to handle their inquiry. This is done by analyzing the customer’s skills and matching them with an agent which has those skills. There are two types of skills that can be matched: …
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Best Omnichannel Retailers 2022 The birth of Omnichannel way back in 2010 led to a significant shift in retail trading. Now, over a decade later, while most retailers are aware of the benefits of using omnichannel, not everyone has managed to successfully embrace the concept and effectively integrate omnichannel into business operations.This is largely due …
If you are a business owner or operations manager looking to improve the efficiency of your contact center process flow, the chances are you will have come across the term ‘asynchronous messaging’. What exactly is asynchronous messaging, and how can it help you to increase agent productivity and customer engagement… Read More »
Two Ways to Improve Customer Support Efficiency｜Use of AI and KPI Metrics Many call center managers and BPO personnel consider improving the efficiency of customer support operations to be a challenge. In order to solve problems such as frequent errors when responding to inquiries, low user satisfaction, and high operating costs of support centers, it …
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What is an OMO Strategy? Tools and Reference Cases for Successful Customer Support What is an OMO Strategy? Tools and Reference Cases for Successful Customer Support What is an OMO Strategy? Tools and Reference Cases for Successful Customer Support What is an OMO Strategy? Tools and Reference Cases for Successful Customer Support OMO (Online Merges …
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Management teams of private hospitals, clinics, and dental clinics in the US often grapple with such issues as providing adequate care to patients and improving their bottom line. The healthcare professionals themselves may feel that they have too much work to do and not enough time to support patients… Read More »
Cookieless Future: How to Achieve Personalization Cookieless advertising has presented many marketerers with a dilemma. Consumers are increasingly demanding personalized services from companies while at the same time expecting protection of their personal information. How can companies understand their customers’ needs and provide the personalization they demand in preparation for the cookieless future? One innovative …
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7 Reasons to Use AI Inquiry Management Systems for Remote Work Remote work is becoming more prevalent in the customer support arena, and companies have been rapidly adopting remote work in the post-2020 pandemic. Now that companies have realized certain benefits from remote work, the trend is likely to continue long after the coronavirus pandemic …
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Help Desk Automation with AI Many companies are facing issues such as an increase in internal helpdesk workloads, and a decrease in customer satisfaction with external helpdesks. This is especially true for companies that use Outlook and other general mailers for their help desks. Automation is necessary to streamline helpdesk operations and improve customer satisfaction. Read More »
Product developers and store managers in the apparel industry are battling in a difficult environment. They often have to work hard to address issues such as excess inventory, and sales slowing down without discounting. In addition to these challenges, the role of physical stores is becoming blurred due to the influence of e-commerce. Read More »
4 Things You Need to Know About Gen Z Customers Generation Z (also known as ‘true digital natives’) generally refers to people born between 1995 and 2009. For this younger generation of consumers, a good customer experience (or CX), is of great importance. It’s essential for companies to develop an omnichannel customer service strategy to …
The Role of Chatbots in Conversational Commerce No doubt you’ve heard the buzzword ‘Conversational Commerce’ being touted around in various marketing spheres, but what exactly does the term mean?In fact, ‘Conversational Commerce’ is not such a recent fad. It has long been a prerequisite for business success around the world. In this article, we’ll explain …
9 Customer Experience Trends in 2022 You Should Know About The heart of the customer experience is the contact center. However in recent years, contact centers have faced increasing challenges due to the pandemic, rising inflation, negative supply chain impact and high turnover. What will it take for contact centers to overcome the challenges and …
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7 Best Chat Commerce Platforms for 2022 Chat commerce is being introduced not only in the retail industry, including e-commerce sites but also in the financial and travel industries. An increasing number of companies are considering the introduction of chat commerce to “increase customer convenience”, “increase sales” and “reduce the burden of customer support”. However, …
Messaging vs Webchat – Which Is Best for Customer Support Webchat and messaging have both become common means by which customers can interact with their favourite brands and companies. However, to the uninitiated, the differences between messaging and webchat as a means of customer interaction may not be so apparent. Indeed, the two terms are …
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