Q-nomy's Blog: Customer Experience And More

  • What is Omni-Service?

    A lot has been discussed about an omnichannel service strategy, which organizations should adopt for seamless sales and services experience. Omni-Service is a strategy focusing on human interaction thru various digital channels enabling the service agent, salesperson, and managers, to deliver outstanding customer experience in a straightforward way.  

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  • How Can You Reduce Customer Service Agents' Zoom Fatigue?

    "Zoom fatigue" is the tiredness, worry, or burnout associated with overusing virtual platforms of communication. Zoom fatigue is particularly hazardous when customer service agents are concerned. And yet, serving customers over video, particularly during times of social distancing, has many benefits. So how can a service provider alleviate agents' zoom fatigue?

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  • Safety Measures That Will Boost Your Customer Experience Long After The Pandemic

    Most service providers are now taking steps to reopen their customer service locations or shops under the strict regulations of public health and social distancing. When examined closely, it becomes apparent many of these steps make sense from a business perspective regardless of the current constraints.

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  • The New Normal in Appointment Scheduling

    We've previously discussed the outlook for queue management, and outlined some of the likely characteristics of "the new normal of queuing for customer service". We've mentioned that this will become inseparable from appointment scheduling. Now let's focus on this latter topic.

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  • Omnichannel Solutions: A Toolbox, Not a Tool

    We've recently announced the release of several new Q-Apps designed to enable omnichannel customer service management. These applications, built on the robust software platform of Q-Flow 6, provide a wide range of capabilities, such as multi-channel customer communications, an integration framework, and integration with specific leading vendors.

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  • Reopening Stores and Service Centers, Safely

    Stores and service centers are now starting to reopen. Businesses and consumers are concerned that required safety measures would render the new customer experience unpleasant. Technology, such as Customer Journey Optimization, can help alleviate some of these fears.

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  • Even At Times of Social Distancing, Customer Service Branches Have An Important Role

    When face to face interactions become impractical, service providers transition to digital, and particularly video interactions. Instead of shutting down the service branches, businesses can connect branches to virtual queues, and allow their staff to provide digital customer service.

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  • Customer Service in the Time of Corona

    As the world faces the implications of the coronavirus outbreak, customer service managers now have to deal with a particular challenge. Despite digital transformation strategies, many businesses still rely on face-to-face interactions to set essential activities in motion, such as signing important contracts or customer authentication. Q-nomy provides virtual and scheduled interactions to help companies continue to offer their services while keeping business and health top of mind.

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  • Scheduling a phone call with a customer?  Why not?

    Whether you are a service provider for the telecom industry, financial services, healthcare, or other customer-facing sectors, you are likely already aware of the need for appointment scheduling. If you are running a call center, however, chances are you just attend to call as they come. Well, maybe it's time to start thinking about scheduling phone calls as well...

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  • The Future of Retail Banking

    Financial services and customer-focused banking are experiencing a retail revolution. To optimize the customer experience, a financial service organization needs to understand their customer base now, and in the future.

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