Omnichannel Archives - Nearshore Americas

American Online Retailers Struggle to Implement Live Chatbots

Barely 8% of stores are using live chats correctly, according to a study by Customer service provider Simplr.
By Narayan Ammachchi August 14, 2019
People Prefer Human Agents Over Chatbots When it Comes to Talking on Banking: Study

Considering the report, customers do not feel comfortable in discussing with chatbots on issues such as changing account details, chasing an order and dealing with a fault.
By Narayan Ammachchi July 22, 2019
Improving Customer Experience is a Priority for Entrepreneurs Going Digital: Study

Companies are increasingly deploying omnichannel platforms to gain a deeper insight into their customer behavior and boost sales, says the report, predicting that about 50% of retailers will have adopted an omnichannel commerce platform by the end of this year.
By Narayan Ammachchi July 8, 2019
Chatbots a Gamechanger for Retailers: Report

The virtual assistants are becoming a common sight as luxury retailers embrace new technology to streamline their operations.
By Narayan Ammachchi May 14, 2019
Call Centers Abandon On-Premise Technologies and Move to Cloud: Study

In a survey conducted by Evolve IP, nine in ten respondents said they have planned to move to cloud.
By Narayan Ammachchi February 13, 2019
Contact Center Skills Assessment Techniques for the Omnichannel Era

In the age of omnichannel service, Mike Aoki shares his expert tips on modern best practices for contact center skills assessment.
By Mike Aoki October 9, 2018
Are You Sure Your Customers Are Getting an Omnichannel Experience?

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.
By Scott Newman July 31, 2018
Capgemini Gobbles Up US Customer Services Firm LiquidHub

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.
By Narayan Ammachchi February 7, 2018
How Voice-Only BPOs Can Compete in 2018’s Customer Experience Environment

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.
By Mike Aoki January 9, 2018
Teletech Acquires Motif, Expands Footprint into India

Teletech will reportedly purchase the remaining stake in the company by May 2020 but Motif's founders will join the US firm right away.
By Narayan Ammachchi November 27, 2017
Q&A: Sykes Exec Bullish about Brazil Presence as BPO Potential is Reinforced

Fernando Estrazulas, Sykes Country Director in Brazil, explains what the company has been doing to overcome longstanding issues in the country.
By Matt Kendall August 15, 2017
Q&A: Chatbots May Replace Tier One Agents, But New Channels Will Create New Roles

Ian Jacobs from Forrester Research tells us about the evolving relationship between man and machine, and the common perceptions of virtual agents.
By Matt Kendall August 8, 2017

Barely 8% of stores are using live chats correctly, according to a study by Customer service provider Simplr.

Considering the report, customers do not feel comfortable in discussing with chatbots on issues such as changing account details, chasing an order and dealing with a fault.

Companies are increasingly deploying omnichannel platforms to gain a deeper insight into their customer behavior and boost sales, says the report, predicting that about 50% of retailers will have adopted an omnichannel commerce platform by the end of this year.

The virtual assistants are becoming a common sight as luxury retailers embrace new technology to streamline their operations.

In a survey conducted by Evolve IP, nine in ten respondents said they have planned to move to cloud.

In the age of omnichannel service, Mike Aoki shares his expert tips on modern best practices for contact center skills assessment.

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.

Teletech will reportedly purchase the remaining stake in the company by May 2020 but Motif's founders will join the US firm right away.

Fernando Estrazulas, Sykes Country Director in Brazil, explains what the company has been doing to overcome longstanding issues in the country.

Ian Jacobs from Forrester Research tells us about the evolving relationship between man and machine, and the common perceptions of virtual agents.