The Business Value of Integrating the Contact Center within Your Omni-Channel Strategy Inforgraphic
Simon Copon's insight:
"To differentiate in today's omni-channel world, companies need
to leverage their contact center capabilities to deliver a targeted, timely and consistent experience across multiple touch-points. This will ultimately unlock the potential to boost company performance. "
Supercomputer and gameshow champion Watson is being put to use in the call centre through a new partnership that will see IBM Watson’s technology used to improve customer service experiences. The power of Watson, IBM’s supercomputer, is being tapped to improve the way brands engage clients across customer service, marketing and sales. Customer experience and contact centre solution provider, Genesys has partnered with IBM to augment customer service agents. The agreement between IBM Watson and Genesys aims to develop a learning system that combines the Watson Engagement Advisor with the Genesys Customer Experience Platform. It will take advantage of…
Customer support contact centers exist to fix problems or clear up confusion, while sales or collections centers help produce revenues. For years the key metric for both types of centers was speed: contacts handled per hour ...
When you’re planning out your next customer service initiative, your next move to improve your customer experience, think about the arrival of the millennial generation, according to the latest from customer experience consultants.
Over the last few weeks, we've launched a new callback-based system for players who need phone support. This is a big change from our traditional phone support, so we wanted to provide some details about this service.
Simon Copon's insight:
I like it. Perhaps other gaming companies would benefit from this. Happier gamers usually means more spending!
In the Age Of The Customer, executives don't decide how customer-centric their companies are – customers. In an attempt to move the needle on customer service operations, in order to keep customers satisfied and loyal to ...
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