Self-Service Crash Cource

Must Read Articles on Omni-Channel Customer Engagement

  • Omni-Channel Customer Engagement The trend toward omni-channel customer engagement is an interesting one in that many a company is still struggling to identify the right strategy. They understand that customers are using different channels to interact, but they don't ful…
  • Omni-Channel Customer Engagement Customer engagement has come a long way. From call centers of yesteryear, to contact centers of today; powered by the cloud and offering omni-channel customer engagement, the face of customer service is a far cry from the analogue days …
  • Omni-Channel Customer Engagement Despite the importance of a great customer journey and positive customer engagement, it's not uncommon to find companies that continue to do a bare minimum for customers. Part of the problem is that companies are leery about spending mone…
  • Omni-Channel Customer Engagement Do you like long, flowery conversations with a robot? Television has given us plenty of opportunities to view these kinds of interactions via Sci-Fi and futuristic shows and movies, yet the thought of actually engaging a chatbot doesn't …

Omni-Channel Customer Engagement Infographics

Omni-Channel Customer Engagement Blog


Featured Resources

Featured Webinar
Experience Continuity

Experience Continuity: Context Cookies Provide Continuity When Switching Channels

Imagine calling an IVR that starts by saying “should the call ever get dropped or you need to hang up before resolving your issue, don’t worry, we'll remember where you left off, so you'll experience continuity next time you call in, use our mobile app, or log on to our website...
Featured Case Study
Aberdeen report

Trupanion Realizes a 340% ROI with an Omni-Channel Contact Center Solution

Trupanion A leading provider of pet insurance in North America has been taking care of pet owners for over a decade by offering fair, affordable pet insurance and exceptional, compassionate customer care...
Featured Whitepaper
Interactive Text Response:The Key to Re-Imagining Customer Service

Interactive Text Response:The Key to Re-Imagining Customer Service

Communicating with text is now second-nature. Text is conversational, convenient, familiar and fast. It includes mature forms like SMS and social media channels, as well as newer messaging applications like WhatsApp. In a recent consumer survey, over 70% of people told us they want the ability to solve product and service issues by themselves using their preferred communication method. Therefore, text-based self-service is the foundation of a re-imagined customer service strategy...
Featured Report
Global Cloud Hosting Architecture

Flash Forward: 2015 Customer Engagement Channels

Customer needs, wants and behavior s change almost with the blink of an eye in today's always - on, always - connected world. This means that businesses must regularly re - evaluate the channels they use to interact with customers, and ensure that they are aligned with buyer preferences. This document wi ll provide an overview of research findings on the channels companies currently utilize or plan to incorporate within their customer experience management (CEM) programs in 2015...
Featured Datasheet
Zipwire Cloud Contact Center

Aspect® Customer Experience Platform (CXP)ls

Improve the customer experience, simplify development and deployment of customer contact applications, make changes and updates faster, and protect your investment. Aspect CXP is the only platform and toolset that supports the entire self-service application lifecycle from design to deployment to application tuning...