Omnichannel is on the rise. Organizations are adding new interaction channels for their customers. But adding new channels without integrating them may cause more frustration than satisfaction. Enter omnichannel. The technology enables contextual customer interaction information to pass between channels (agents or bots) in real-time, while also...
Contact centers are changing--drastically and swiftly. If you're not keeping pace--or exceeding it--you'll be at a competitive disadvantage. Learn what successful companies are doing with areas such as agent experience, interaction channels, and emerging technologies. Join Nemertes President and Founder, Robin Gareiss....
Few companies run a voice-only contact center anymore. On average, they use five types of interaction channels, according to Nemertes’ 2019-20 Intelligent Customer Engagement research study of 518 companies. That’s great, but which channels are the best to use, particularly in the rapidly changing world of...
Nemertes recently completed an extensive research project evaluating how companies are transforming their customer experience. We all know technology can improve the customer experience, but exactly which technologies and how do we apply them? Too much technology, too quickly deployed, can result in frustration and failure. In...
Nemertes recently completed an extensive research project evaluating how companies are transforming their customer experience. In this third episode you will learn what makes a truly successful customer interaction? How does that one interaction escalate into an engaged customer with a positive overall customer experience? And...
Nemertes recently completed an extensive research project evaluating how companies are transforming their customer experience. In the second episode of our Digital Customer Experience webinar series, you'll learn: How are companies organizing to transform CX? Who runs the projects, and who is on the teams? ...
The contact center is rapidly changing as organizations seek to leverage it to improve customer engagement, support digital transformation, and build lasting relationships. Key to these efforts are emerging technologies including cloud-delivered services, omnichannel, and artificial intelligence (AI). In this webinar we'll share the results...