Why Multi-Touch Matters more than Multi-Channel

Avaya

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.

5 Keys for Multi-Channel Customer Support

360Connext

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.

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Talking Omnichannel But Organised Multi Channel?

Peter Lavers

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”.

Call it what you will: Multi-channel, Omnichannel—It isn’t about the Contact Center!

Avaya

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.

6 Things You Need to Know About Multi Channel Customer Service

LiveChat

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.

Omni-Channel vs. Multi-Channel Retailing

nanorep

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.

Omni Channel vs Multi Channel: What’s the Difference and Who Does it Best?

nanorep

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’.

Are You Meeting Your Customers’ Expectations for Omnichannel Service?

inContact

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.

Best Practices in Multi-Channel Support

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Research/Statistics Videos multichannel support center

Building Brand Engagement with Multichannel Services

Brad Cleveland

Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Videos Brad Cleveland leadership multichannel

Encouraging Customers to Use Self-Service

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Self-service Videos Brad Cleveland customer experience customer relationships self-service

Are You Prepared to Offer Customer Service via Text/SMS?

inContact

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.

Make Chat a Success in Your Contact Center – 5 Best Practices

inContact

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.

Omnichannel Solutions Offer 30% Reduction of Call Abandonment for Carlson Rezidor

inContact

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.

Avoid These Roadblocks to Achieve a High Performing Contact Center

inContact

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.

Meeting and Exceeding Millennial Demands: A Lesson from Mortgage Customer Service

inContact

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

Improving the Accuracy of Schedules

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland scheduling workforce management

Carlson Rezidor Delivers More Exceptional Customer Experiences, Even during Holidays

inContact

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.

Encouraging Customers to Use Self-Service Channels

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Service Multi-channel Support Self-service Videos Brad Cleveland customer access customer access strategy multichannel self-service

Building Brand Engagement with Multichannel Services

Brad Cleveland

Building a Customer Service Ecosystem

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Service Leadership Multi-channel Support Videos Brad Cleveland customer access strategy leadership Nabil Doss service ecosystem

How to Do Social Customer Service for the Right Customer Experience

Win the Customer

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.

5 Secrets of Accurate Scheduling in a Multichannel Contact Center

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Uncategorized Videos Workforce Management Brad Cleveland multichannel workforce management

Using Metrics, Analytics with Multi-channel Customer Communications

Topdown

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

5 Secrets of Accurate Scheduling in Today’s Contact Center

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland multichannel workforce management

Communicating Access Alternatives to Customers

Brad Cleveland

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The Contact Center’s Role in Building Self-Service Channels

Brad Cleveland

Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels.

Skate Where the Puck is Going to be: Adapt with Changes to Thrive

inContact

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.

New Technology: Leadership Is Essential

Brad Cleveland

Keep it simple … Call Center Contact Center Customer Service Leadership Multi-channel Support Brad Cleveland Call Center Management On Fast Forward leadershipNew technologies are not passive — to get good results, they must be implemented with foresight and good planning.

My Agent eXperience Selected as 2016 Customer Product of the Year

inContact

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.

Staffing for Mobile

Brad Cleveland

Reducing Customer Effort – Make it Easy to be Your Customer

inContact

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.

Multichannel Contact Centers, by the Numbers

Brad Cleveland

How many organizations are using various contact channels? Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage in service settings.

Can Social Media Generate Revenue?

Brad Cleveland

Royal Dutch Airlines (KLM) has been interacting with customers through social channels since 2010. but they also … Call Center Contact Center Customer Experience Customer Service Multi-channel Support Social Media Brad Cleveland customer experience KLM VentureBeatYou bet.

How Will the Internet of Things Impact Contact Centers?

Brad Cleveland

As more smart devices become connected to the Internet, you can expect increasing impact on contact centers—beginning with the amount of data streaming into service operations.

In Retail, It’s All About the Customer Journey, Man

CustomerGauge

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

The Human Factor in Digital Customer Experience – Free Report

inContact

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.

So Many Ways to Interact with Customers

Brad Cleveland

If you were to walk into an Amazon.com customer contact center, you’d see desks turned sideways so that Fire tablet support agents have a neutral background for video calls (one-way, agent-to-customer).

Columbia Sportswear Takes Customer Service to the Cloud

inContact

In 2010, Kristina Coker, Enterprise Mobility & Telecommunications Engineer, created a Request for Proposal (RFP) with a long wish list of ideal characteristics of a new contact center system including: Support for a wider range of communication channels. Advantages of the Cloud Customer Experience General Multi-channel Contact Center Trends & Insights Using the inContact Platform At Home Agent Call Center Best Practices CEU

The Edge of Service™ Newsletter, Issue 14: Hiring for Service: It’s Time for a Rethink

Brad Cleveland

You simply look around and take … Call Center Contact Center Customer Service Leadership Multi-channel Support Organization and Culture The Edge of Service Brad Cleveland hiring Jon Wolske leadership multichannel zappos