Blog category - Omnichannel

Tired of the same old customer service story? In our hyper-connected world, customers demand more than just a transaction. They crave experiences that feel as seamless and personalized as their favorite streaming service – and 76 percent of customers get frustrated when this doesn’t happen. (McKinsey)  Omnichannel customer engagement is the secret sauce to delivering

Have you ever tried pouring gasoline into a lawnmower without using a funnel? It’s messy, inefficient, and often ends in a spill. That’s how many businesses approach their sales process. But what if there was a simple, effective way to guide potential customers from awareness to purchase? Enter: the sales funnel.  Often overlooked, a sales

In the fast-paced world of business, customer service has evolved from a mere cost center to a strategic advantage. While reactive customer service is essential for addressing issues as they arise, a truly exceptional customer experience is built on a foundation of proactive engagement.  Proactive engagement involves anticipating customers’ needs, addressing potential issues before they

In today’s ever-evolving business landscape, the success of your contact center or customer service team hinges on one critical factor: agent productivity. Your agents are the frontlines of your organization’s customer interactions and play a pivotal role in shaping customer satisfaction, loyalty, and overall brand perception. To stay ahead in this competitive arena, it’s essential

Maintaining a healthy cash flow is vital for the success and sustainability of any organization. While attracting new customers and generating sales are important facets of revenue generation, an equally crucial aspect is revenue recovery, or collecting payments from customers who owe you money. This is where an efficient collections department becomes invaluable. As economic

It may sound counterintuitive to consider automation for customer engagement. After all, customer engagement is about enabling a quality conversation with an associate. Moreover, it’s growingly used by brands to offset automated and self-service and stay personal with customers.  Automation is a very important element of customer engagement though. It is essential to scale your outreach with agents assisting them, or without for agentless campaigns.   Automation lets you send notifications and

A growing number of us think that modern, digitally equipped, customers are doing business with companies without ever picking up the phone. But this is far from the current reality. A recent study by CustomerThink found out that ”75% of consumers still prefer human interaction even as automated solutions improve.” And call centers continue to be at the frontier of enabling business growth, as the

There’s a massive, immediate need for wide-scale distribution of the coronavirus vaccine. As of February 3rd, 2021, over 32 million doses of the vaccine had been administered. Nearly twice that number of vaccines have been distributed. But only 10% of Americans have received both doses of the drug. State and local municipalities, together with hospitals,

The consequences of the COVID-19 pandemic in the global financial sector are still unpredictable. The economic storm created by the deadly infectious disease is testing the resilience of every bank’s existing digital transformation initiatives, assets, and their abilities to provide essential banking services to the consumers through these trying times. The threat of infection through

Many businesses use 2-Way SMS to keep their customers informed and engaged. With COVID, usage is booming. Examples include healthcare and medical practices sending messages to patients to set-up and confirm their appointments. 2-Way SMS and engagement bot technology was heavily relied upon to proactively notify patients, pre-screen them, and to ensure that those with