The phone is dead, right? Wrong. While omnichannel experiences are vital, consumers still turn to the phone when it comes to getting customer service, especially when the issue is more urgent. This is one of the key findings from a new Five9 survey aimed at understanding customer behavior and preferences when it comes to customer service.
Recently, I was having some email issues with my O365 Exchange account access from my Windows/Outlook PC. On one of my calls, a technician asked if he could check my email settings with a screen sharing viewer. To my initial surprise, he invited me to a Zoom conference and used the Zoom features to look at my email (there were no issues, surprise). After thinking about it, using the Zoom screen sharing was logical for what he needed to do.
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Analysts and industry leaders weigh in on key customer engagement trends.
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PureCloud simplifies contact center operations so you can connect with customers, manage relationships, and see trends using one simple platform.
A good omnichannel workforce planning strategy improves overall customer experience, reduces costs and minimizes employee turnover.
Savvy customers expect that you will meet them where they are when they need you.
Customer journeys take place on multiple communication channels, including IVR, email, social media, web chat, text, and mobile apps.
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