INDUSTRY INSIGHTS YOUR PEERS ARE READING
Launched in September 2015, MAX is a dynamic and context-sensitive interface which improves the agent experience with streamlined handling of contact center interactions, across all channels. MORE
Call Center Contact Center Customer Service Multi-channel Support Research/Statistics Videos multichannel support center MORE
Businesses that provide customer service on all of these channels in an integrated way, rather than in silos, deliver the consistent experience consumers crave. Multi-channel retail experiences simply imply the use of multiple channels when delivering customer experience. MORE
Call Center Best Practices Customer Experience Multi-channel Contact CenterTechnology has dramatically changed consumer expectations over the last 10 years with companies who want to lead in the digital customer experience finding ways to utilize technology in smarter ways. MORE
“You are only as good as your weakest channel.” – Nancy Jamison, Principal Analyst, Frost & Sullivan. See if it sparks you to rethink your weakest channel. We like this quote because: #1 – Voice is largely ignored and has become the weakest channel for many companies. These newer channels are important; but, in truth, voice has not declined in importance as a result – not with your customers. Think about your voice channel: is it your weakest? MORE
Clearlink now has the ability to rank certain marketing channels based on profitability. Ability to easily set up at-home or multi-site agents. Advantages of the Cloud Customer Experience General Multi-channel Contact Center Using the inContact Platform MORE
As customers, we’ve reached a stage where we now expect to be able to interact with our favorite brands wherever, whenever and however it best suits us. Customer Experience MORE
Now, marketers have to utilize all their marketing channels to ensure that a message is seen, and heard. Moreover, that their brand is visible in the right place at the right time, no matter what digital channels consumers touch as part of their customer journey. Article Multi-ChannelThe days of plastering a message on a billboard or running an ad in a newspaper is not as effective as it once was. MORE
Remember when we used to talk about “channels and media”? Channel meant physical route to market e.g. retail, wholesale, intermediated, direct, etc. These terms have effectively amalgamated since we started to become “multi channel”. MORE
Multichannel: • Literally means ‘many channels’. Makes an effort to put out specific content which caters to the strength of its channel. Gives a Collective Content Experience, between all of these channels. Omni-channel: • Literally means ‘all channels’. MORE
I know you’ve heard it all before; how single channel service evolved into multi-channel service evolved into omni-channel service. What if I told you that the customer experience is not necessarily about the channels you implement? The Multi-touch Difference. MORE
Respondents are asked how well each statement describes their business, and the 4th most agreed with statement is : “My company hasn’t mapped the multi-channel customer. Blame cultures from one channel to another. and all the channels they currently or will use. MORE
Now with 35,000 people around the world, Webhelp is a global leader in BPO and customer experience, its capabilities extending across voice, social and digital channels. Services are easily scaled, new languages added, new channels into the platform incorporated. MORE
You should consider a solution that supports Omnichannel Session Handling , as, once initial roll-out has completed and agents are comfortable with the new channel, most will be able to handle more than one SMS interaction concurrently. MORE
The challenge is the human interface, both the consumer wanting (or not wanting) omnichannel integration , and the agent actually incorporating all channels in the right way. With the addition of more channels and pseudo omnichannel service, companies should be asking questions like: Which channels do customers prefer to use most often? Do certain channels illicit more honesty? Which channels do customers trust the most? MORE
You should consider a solution that supports Omnichannel Session Handling , as, once initial roll-out has completed and agents are comfortable with the new channel, most will be able to handle more than one SMS interaction concurrently. MORE
Extending customer service into social channels presents a truly unique opportunity for service delivery in a truly personal and meaningful way that directly connects with customers and develops more personal customer relationships. MORE
This flexibility of communication is precisely why it continues to amaze me how slow businesses have been to adopt text/SMS as a channel for communicating with their customers. . All contact types from every possible channel should come through the exact same interface. MORE
The times when you could contact a company on a single channel only are long gone. Now, a customer contacting a company can pick any channel and expect the same level of service thanks to multi channel customer service. Offer choice in multi channel customer service. MORE
Are you looking into implementing chat as a new channel in you contact center? Or are you already using chat, but looking into how to improve the way you manage the channel? If you already support chat, we have some suggestions that help you make even better use of the channel. MORE
Best Practices Contact Center Management General Multi-channel Contact Center Trends & Insights Using the inContact Platform CEU Clearview Data High performance inContact Partner Performance DashboardsEvery day we go to work with the objective of helping our companies improve. MORE
Are you looking into implementing chat as a new channel in you contact center? Or are you already using chat, but looking into how to improve the way you manage the channel? If you are not yet using chat, recent NICE inContact research confirms that you have good reason to look into this channel now: 40% of customers say that chat is one of their three preferred agent-assisted customer service channels (together with calling or emailing a company). MORE
Customer Experience Multi-channel Contact Center Trends & InsightsinContact’s research shows that banking was in the highest tier for customer satisfaction with 54% of respondents ranking it for the most satisfied recent interaction. MORE
Multi-channel is more important than ever as customers expect information to be available when instantly and through the channels they already use daily. Call Center Communication Customer Experience Customer Service MORE
Customers expect to be able to contact you in numerous channels, both voice and digital, inbound and outbound, and the number of channels is growing. Not only that, but customers are not willing any more to be “bound” to the channel that an interaction started out in. MORE
Looking back five years ago, 92% of organizations were already working to integrate multiple interaction channels —call it multi-channel, omnichannel, digital transformation—to deliver more consistent, contextualized experiences. MORE
Welcome to Multi-Channel Customer Support. That’s the same feeling customers have when it takes four different channels to get an answer. What’s worse, is when it’s obvious the various channels aren’t connected. MORE
In previous posts we highlighted text message (SMS) as the superior channel for soliciting feedback from customers. While I do not want to take away from the many plusses of this channel, it is in many cases beneficial to adopt a multi-channel approach over a solely SMS-based one. MORE
So often companies, particularly multi-channel retailers, are looking for that purchase destination when it comes to the customer journey. Blog Customer Experience Featured Customer experience customer journey multi-channel retail MORE
In Three Ways to Use CCM Metrics, Analytics to Improve Customer Experience , one of the three methods I mentioned was multichannel contextualization: Customer Experience Customer Communications MORE
When we engage a company we want to communicate on the channel that is most convenient for us. So what channels do people, specifically millennials, prefer to communicate on? Advantages of the Cloud Customer Experience Multi-channel Contact Center MORE
Peter Lavers’ blog on the “Are you talking omni-channel customer experience but in fact you’re still organized multi-channel?” The post “Omni-channel or Multi-channel?” ” has been published on IBM #ThinkMarketing. Read it here. Tweet to @PeterLavers. ” blog published on #ThinkMarketing appeared first on Think CX. Latest Thinking MORE
Whether you do all your own customer service or outsource your customer service, providing multiple channels for your customers to contact your before and after the sale is important if you want to accommodate your customers in the way they would prefer to be contacted. The post Why Your Company Needs Multi-channel Tech Support appeared first on Helpware Blog. People are used to calling customer service. That is just how things have been done since the telephone. MORE
More than 700 customers were surveyed about their recent experiences using different contact channels (voice, email, chat, SMS, social media, video, web self-service, and IVR). Some other interesting findings were that 67% of customers prefer agent-assisted channels to self-service ones. MORE
So guests receive swift attention and a more complete experience via any contact channel, at any time of day. Advantages of the Cloud Customer Experience Multi-channel Contact CenterFor most of us, Labor Day signals the end of the summer season. MORE
Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland scheduling workforce management MORE
It’s hard to read about our industry lately without mention of the word multi-channel. We all know that channels of communication are changing and the influx of email, click-to-chat, and SMS activity has been the talk for quite some time now. An organization’s ability to impact every customer interaction in a complex and demanding cross-channel world relies on four vital capabilities: MORE
In today’s digital-focused world, multi-channel marketing is important for the simple reason that you must be able to reach your customers where they are. The following research comes to show exactly how effective multi channel campaigns are compared to single channel. MORE
Multi-channel marketing didn’t make sense because sellers got results without going the extra mile. They appear on different channels familiar to potential customers so that they have a higher chance of netting a sale. What is multi-channel marketing. MORE
Customer Experience General Multi-channel Contact Center Workforce OptimizationContact center agents are the most monitored, micromanaged workforce in existence. Anything that can be done to make an agent’s job easier is important to alleviate stress and costly attrition. MORE
inContact’s Open Cloud Platform afforded Carlson omnichannel functionality, ease-of-use, and an ability to quickly switch guests to the next available agent—regardless of agent location or the communication channel in use. MORE
Likewise, having on site-support in the form of a self-service widget is great, but if your social media channels are unable to provide the correct level of support, you?ll Creating that story, the one in which your customers feel important and well taken care of is going to take a lot of work. Today, it?s s not enough to have great phone support but limited email resources. MORE
Engaging customers via the optimal channel, and at just the right time, can drive both higher response rates and better quality feedback. Capturing feedback from your customers is a critical component of any Voice of the Customer program. The road to delivering an engagement plan which will deliver maximum benefit for your customers begins with understanding how customers interact with each other and with the organization. MORE
Your customers’ needs may be changing, and we’ve seen more channel offerings emerge as well. Call Center Best Practices Customer Experience Multi-channel Contact CenterWe all know that businesses have to adapt with changes in order to thrive and survive. MORE
Multi-Channel Related Topics 360Connext
SEPTEMBER 18, 2014
Welcome to Multi-Channel Customer Support. That’s the same feeling customers have when it takes four different channels to get an answer. What’s worse, is when it’s obvious the various channels aren’t connected.
Peter Lavers
NOVEMBER 16, 2017
Remember when we used to talk about “channels and media”? Channel meant physical route to market e.g. retail, wholesale, intermediated, direct, etc. These terms have effectively amalgamated since we started to become “multi channel”.
Optimove
OCTOBER 4, 2018
In today’s digital-focused world, multi-channel marketing is important for the simple reason that you must be able to reach your customers where they are. The following research comes to show exactly how effective multi channel campaigns are compared to single channel.
BlueVenn
APRIL 24, 2018
Now, marketers have to utilize all their marketing channels to ensure that a message is seen, and heard. Moreover, that their brand is visible in the right place at the right time, no matter what digital channels consumers touch as part of their customer journey. Article Multi-ChannelThe days of plastering a message on a billboard or running an ad in a newspaper is not as effective as it once was.
iPerceptions
APRIL 19, 2018
As customers, we’ve reached a stage where we now expect to be able to interact with our favorite brands wherever, whenever and however it best suits us. Customer Experience
Avaya
JANUARY 3, 2017
I know you’ve heard it all before; how single channel service evolved into multi-channel service evolved into omni-channel service. What if I told you that the customer experience is not necessarily about the channels you implement? The Multi-touch Difference.
Bold360
JULY 13, 2016
Businesses that provide customer service on all of these channels in an integrated way, rather than in silos, deliver the consistent experience consumers crave. Multi-channel retail experiences simply imply the use of multiple channels when delivering customer experience.
Topdown
MAY 25, 2016
In Three Ways to Use CCM Metrics, Analytics to Improve Customer Experience , one of the three methods I mentioned was multichannel contextualization: Customer Experience Customer Communications
Win the Customer
MAY 20, 2014
Multi-channel is more important than ever as customers expect information to be available when instantly and through the channels they already use daily. Call Center Communication Customer Experience Customer Service
Peter Lavers
MARCH 7, 2017
Peter Lavers’ blog on the “Are you talking omni-channel customer experience but in fact you’re still organized multi-channel?” The post “Omni-channel or Multi-channel?” ” has been published on IBM #ThinkMarketing. Read it here. Tweet to @PeterLavers. ” blog published on #ThinkMarketing appeared first on Think CX. Latest Thinking
Peter Lavers
AUGUST 2, 2016
Respondents are asked how well each statement describes their business, and the 4th most agreed with statement is : “My company hasn’t mapped the multi-channel customer. Blame cultures from one channel to another. and all the channels they currently or will use.
LiveChat
JUNE 22, 2016
Multi-channel marketing didn’t make sense because sellers got results without going the extra mile. They appear on different channels familiar to potential customers so that they have a higher chance of netting a sale. What is multi-channel marketing.
Brad Cleveland
MARCH 31, 2014
Call Center Contact Center Customer Service Multi-channel Support Research/Statistics Videos multichannel support center
Helpware
SEPTEMBER 8, 2016
Whether you do all your own customer service or outsource your customer service, providing multiple channels for your customers to contact your before and after the sale is important if you want to accommodate your customers in the way they would prefer to be contacted. The post Why Your Company Needs Multi-channel Tech Support appeared first on Helpware Blog. People are used to calling customer service. That is just how things have been done since the telephone.
LiveChat
DECEMBER 3, 2015
The times when you could contact a company on a single channel only are long gone. Now, a customer contacting a company can pick any channel and expect the same level of service thanks to multi channel customer service. Offer choice in multi channel customer service.
Bold360
JULY 13, 2017
Multichannel: • Literally means ‘many channels’. Makes an effort to put out specific content which caters to the strength of its channel. Gives a Collective Content Experience, between all of these channels. Omni-channel: • Literally means ‘all channels’.
Customer Interactions
JULY 7, 2015
Engaging customers via the optimal channel, and at just the right time, can drive both higher response rates and better quality feedback. Capturing feedback from your customers is a critical component of any Voice of the Customer program. The road to delivering an engagement plan which will deliver maximum benefit for your customers begins with understanding how customers interact with each other and with the organization.
Customer Interactions
JULY 7, 2015
It’s hard to read about our industry lately without mention of the word multi-channel. We all know that channels of communication are changing and the influx of email, click-to-chat, and SMS activity has been the talk for quite some time now. An organization’s ability to impact every customer interaction in a complex and demanding cross-channel world relies on four vital capabilities:
inContact
JANUARY 31, 2018
Now with 35,000 people around the world, Webhelp is a global leader in BPO and customer experience, its capabilities extending across voice, social and digital channels. Services are easily scaled, new languages added, new channels into the platform incorporated.
Bold360
JULY 6, 2016
Likewise, having on site-support in the form of a self-service widget is great, but if your social media channels are unable to provide the correct level of support, you?ll Creating that story, the one in which your customers feel important and well taken care of is going to take a lot of work. Today, it?s s not enough to have great phone support but limited email resources.
inContact
JUNE 14, 2017
More than 700 customers were surveyed about their recent experiences using different contact channels (voice, email, chat, SMS, social media, video, web self-service, and IVR). Some other interesting findings were that 67% of customers prefer agent-assisted channels to self-service ones.
inContact
AUGUST 9, 2017
This flexibility of communication is precisely why it continues to amaze me how slow businesses have been to adopt text/SMS as a channel for communicating with their customers. . All contact types from every possible channel should come through the exact same interface.
inContact
AUGUST 24, 2017
Customer Experience Multi-channel Contact Center Trends & InsightsinContact’s research shows that banking was in the highest tier for customer satisfaction with 54% of respondents ranking it for the most satisfied recent interaction.
inContact
SEPTEMBER 13, 2017
So guests receive swift attention and a more complete experience via any contact channel, at any time of day. Advantages of the Cloud Customer Experience Multi-channel Contact CenterFor most of us, Labor Day signals the end of the summer season.
inContact
NOVEMBER 13, 2017
Customer Experience General Multi-channel Contact Center Workforce OptimizationContact center agents are the most monitored, micromanaged workforce in existence. Anything that can be done to make an agent’s job easier is important to alleviate stress and costly attrition.
inContact
FEBRUARY 23, 2016
Launched in September 2015, MAX is a dynamic and context-sensitive interface which improves the agent experience with streamlined handling of contact center interactions, across all channels.
Brad Cleveland
SEPTEMBER 1, 2017
Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland scheduling workforce management
inContact
SEPTEMBER 7, 2017
You should consider a solution that supports Omnichannel Session Handling , as, once initial roll-out has completed and agents are comfortable with the new channel, most will be able to handle more than one SMS interaction concurrently.
inContact
SEPTEMBER 19, 2017
Customers expect to be able to contact you in numerous channels, both voice and digital, inbound and outbound, and the number of channels is growing. Not only that, but customers are not willing any more to be “bound” to the channel that an interaction started out in.
inContact
OCTOBER 31, 2017
Are you looking into implementing chat as a new channel in you contact center? Or are you already using chat, but looking into how to improve the way you manage the channel? If you already support chat, we have some suggestions that help you make even better use of the channel.
Customer Interactions
JULY 7, 2015
In previous posts we highlighted text message (SMS) as the superior channel for soliciting feedback from customers. While I do not want to take away from the many plusses of this channel, it is in many cases beneficial to adopt a multi-channel approach over a solely SMS-based one.
inContact
MAY 18, 2017
Your customers’ needs may be changing, and we’ve seen more channel offerings emerge as well. Call Center Best Practices Customer Experience Multi-channel Contact CenterWe all know that businesses have to adapt with changes in order to thrive and survive.
inContact
FEBRUARY 24, 2017
Clearlink now has the ability to rank certain marketing channels based on profitability. Ability to easily set up at-home or multi-site agents. Advantages of the Cloud Customer Experience General Multi-channel Contact Center Using the inContact Platform
inContact
JULY 7, 2017
When we engage a company we want to communicate on the channel that is most convenient for us. So what channels do people, specifically millennials, prefer to communicate on? Advantages of the Cloud Customer Experience Multi-channel Contact Center
inContact
SEPTEMBER 13, 2016
“You are only as good as your weakest channel.” – Nancy Jamison, Principal Analyst, Frost & Sullivan. See if it sparks you to rethink your weakest channel. We like this quote because: #1 – Voice is largely ignored and has become the weakest channel for many companies. These newer channels are important; but, in truth, voice has not declined in importance as a result – not with your customers. Think about your voice channel: is it your weakest?
inContact
JUNE 27, 2017
inContact’s Open Cloud Platform afforded Carlson omnichannel functionality, ease-of-use, and an ability to quickly switch guests to the next available agent—regardless of agent location or the communication channel in use.
inContact
MARCH 9, 2016
Best Practices Contact Center Management General Multi-channel Contact Center Trends & Insights Using the inContact Platform CEU Clearview Data High performance inContact Partner Performance DashboardsEvery day we go to work with the objective of helping our companies improve.
inContact
OCTOBER 18, 2016
The challenge is the human interface, both the consumer wanting (or not wanting) omnichannel integration , and the agent actually incorporating all channels in the right way. With the addition of more channels and pseudo omnichannel service, companies should be asking questions like: Which channels do customers prefer to use most often? Do certain channels illicit more honesty? Which channels do customers trust the most?
inContact
SEPTEMBER 7, 2017
You should consider a solution that supports Omnichannel Session Handling , as, once initial roll-out has completed and agents are comfortable with the new channel, most will be able to handle more than one SMS interaction concurrently.
inContact
JUNE 28, 2017
Call Center Best Practices Customer Experience Multi-channel Contact CenterTechnology has dramatically changed consumer expectations over the last 10 years with companies who want to lead in the digital customer experience finding ways to utilize technology in smarter ways.
inContact
OCTOBER 31, 2017
Are you looking into implementing chat as a new channel in you contact center? Or are you already using chat, but looking into how to improve the way you manage the channel? If you are not yet using chat, recent NICE inContact research confirms that you have good reason to look into this channel now: 40% of customers say that chat is one of their three preferred agent-assisted customer service channels (together with calling or emailing a company).
Win the Customer
FEBRUARY 25, 2015
Extending customer service into social channels presents a truly unique opportunity for service delivery in a truly personal and meaningful way that directly connects with customers and develops more personal customer relationships.
CustomerGauge
MARCH 8, 2017
So often companies, particularly multi-channel retailers, are looking for that purchase destination when it comes to the customer journey. Blog Customer Experience Featured Customer experience customer journey multi-channel retail
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