Can you say with 100% certainty that your company is offering an omnichannel experience? These guidelines can help you differentiate between multichannel and omnichannel customer service.
LiquidHub – based in Wayne, Philadelphia – has around 2,000 employees, and counts GlaxoSmithKline, Independence Blue Cross, Merck, Subaru, Vanguard, and other big employers as clients.
As customer experience demands evolve at a rapid pace, voice-only BPOs will need to make some big changes in order to stay relevant in the coming years.
Humberto Andrade from Accenture and Gordon White from The Social Client explain why chatbots have to be part of any serious solution, but are still lacking in adoption rates.
While a few nearshore BPO providers have already nailed their approach to social media customer service, they've faced some difficult hurdles along the way.
Against the backdrop of customer experience taking precedence in 2016, Juan Gonzalez, Research Director at Frost & Sullivan, shares his top 10 BPO trends and priorities that providers should be focusing on as we move into the new year.