Customer Expectations Customer Service Multi-Channel Omni-Channel 
Martin Hill-Wilson
JUNE 12, 2015
This is the second in a series of three posts exploring the issues around becoming a multi-channel service organisation. Of course you might prefer the language of ‘omni-channel’ if you are keen to make the point that it must all fuse together into a seamless capability. I could continue. Tuning Into The Voice.
Vonage
JUNE 7, 2018
Whether or not customer service has been improving in your particular industry, it has improved over time at enough companies with broad consumer reach that customers have begun to expect better and better customer service across the board—in every industry, every niche, every price point.
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NICE inContact
JUNE 14, 2017
If you’re like most customer service organizations, probably not as much or as often as you’d like. How do you know if you’re meeting their expectations for Omnichannel service? inContact conducted research on Omnichannel customer service experiences and results.
Joe Rawlinson
JUNE 1, 2016
As Internet speeds increase and technology becomes more sophisticated, customer expectations of companies’ online performances have also risen. corporate executives said their customers’ service expectations were higher than three years ago, while 35 percent said they were much higher. Personalization.
CSM Magazine
FEBRUARY 14, 2020
Despite this, according to Nick Beardsley, Enterprise Director at Olive Communications , most organisations today still have no successful digital strategy in place, confusing multi-channel with omni-channel, or those that are embracing AI are merely scratching the surface of its potential to transform customer service.
NICE inContact
JUNE 25, 2019
It’s common for blogs related to customer service and customer experience to talk about how the increasing ubiquity of social media requires fundamental changes in the way that brands should conceive of customer service. Gone are the days when customers were willing to wait on hold for a response.
Call Experts
APRIL 8, 2024
We rely heavily on these essential services, from electricity and water to telecommunications and internet services. As a result, for those looking to ensure seamless operations and superior customer service, many companies are deciding to use a call center for utilities as it has proven itself to be quite a powerful tool.
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