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Omnichannel customer service News
January 13, 2022
In this interview with Genesys CEO Tony Bates, we discuss the intersection of empathy and technology, as well as the future of video in the contact center tech stack.
April 01, 2021
Post-SAP spinoff, Qualtrics moves quickly to give B2B sales users -- along with their marketing and customer service colleagues -- new features to sharpen post-pandemic business.
February 10, 2021
Oracle releases Fusion Cloud Customer Experience suite updates that include tools for B2B selling, B2B customer service and loyalty programs connected to Oracle CDP data.
December 23, 2020
Most CX vendors acquired new companies to enhance their platforms, none bigger than Salesforce buying Slack. Facebook's Kustomer buy might be the most intriguing.
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As customer service evolves into a multidimensional force, agent training and experience, performance analysis, virtual assistance, customer sentiment and net promoter scores rule. Continue Reading
A contact center is a central point from which organizations manage all customer interactions across various channels. Continue Reading
Multichannel marketing refers to the practice by which companies interact with customers via multiple channels, both direct and indirect, in order to sell them goods and services. Continue Reading
Evaluate Omnichannel customer service Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
Looking for the best contact center software features? We review some of the most useful capabilities including data reporting, speech analytics, routing methods and AI. Continue Reading
While multichannel marketing connects customers and companies through various forms of communication, omnichannel marketing takes it further and removes any silos. Continue Reading
What started as a call center phone bank has morphed into a multipurpose operation aided by AI. This guide explores the contact center as it evolves into a critical CX force. Continue Reading
Manage Omnichannel customer service
Learn to apply best practices and optimize your operations.
Advanced technologies continue to shape customer service goals to streamline digital workflows, increase positive experiences, lower agent turnover and improve contact center ROI. Continue Reading
Customer experience is key to the ROI of contact centers as they undergo changes due to AI, cloud migration and COVID-19-induced agent migration to remote workspaces. Continue Reading
When measuring contact center ROI, don't get caught up in dollar signs. Focus on CX metrics, including the length of customer calls, wait times and net promoter scores. Continue Reading
Problem Solve Omnichannel customer service Issues
We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.
CX expert Scott Sachs discusses the various dilemmas posed by migrating legacy on-premises contact center platforms to the cloud. Continue Reading
Companies miss the boat in building an omnichannel customer experience if they focus first on technology. They need to start with business objectives. Continue Reading
Get our top tips for benchmarking call center metrics in this expert answer. Continue Reading