5 Keys for Multi-Channel Customer Support


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.

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”.

Multi-channel Attribution

Fox Metrics

Before we get into multi-channel attributions, let’s first define the analytics term attribution modeling. For companies that have online sales, it can be challenging to determine what marketing channel deserves the credit for a conversion (sale). What marketing channel deserves the credit? The right model will help you (or your company) determine what channel should get the conversion credit. The post Multi-channel Attribution appeared first on FoxMetrics.

Let the Numbers Persuade You: The Success of Multi-Channel Campaigns is Indisputable


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.

Top 5 Things to Look For in a Workforce Optimization Solution

Speaker: Vicki Herrell, Executive Director, SWPP, & Steve Kosiba, Product Marketing Manager, Genesys

Why Multi-Touch Matters more than Multi-Channel


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.

4 Ways to Win with a Multi-Channel Contact Center with Service and Technology

Win the Customer

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

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


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.

Using Metrics, Analytics with Multi-channel Customer Communications


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

“Omni-channel or Multi-channel?” blog published on #ThinkMarketing

Peter Lavers

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

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

This year, digital channel. communication channel options. channels, companies must create. communication channels, and. INTRODUCTION OMNICHANNEL THE CHANNEL EXPLOSION: ARE COMPANIES PREPARED? plan for more complex channels, such as connected devices?

Five reasons why you should be using multi channel marketing software


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.

Multi-Channel Marketing and What It Can Bring to Your Business


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.

Top Five Obstacles to Customer Centricity #4 Multi-channel Journey

Peter Lavers

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.

Omni-channel vs. Multi-channel: What’s the Difference?


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

A boost in multi-channel holiday shopping and 5 more CX stories you should read


With Black Friday officially kicking off the holiday season just over a couple of weeks ago, we’re now in the midst of what is the busiest time of the year for many companies. Customer Experience

With CXone, Fossil Group Unifies Contact Centers, Raises Performance

NICE Systems

Advantages of the Cloud Call Center Best Practices Contact Center Management Multi-channel Contact Center NICE inContact CXone Workforce OptimizationHeadquartered in Richardson, Texas, Fossil Group is an American fashion designer and manufacturer of distinctive watches, wallets, handbags, accessories, and wearables for a variety proprietary and licensed brands.

4 Questions Every Contact Centre Needs to Ask

NICE Systems

This might sound simple, but many customer-centric organisations could benefit from adopting industry-leading technology that enables analysing key metrics, such as first response rate, resolution times, customer satisfaction by channel, and more. NICE inContact CXone delivers exceptional service across channels of choice and improves customer retention and lifetime value.

Omnichannel Customer Experience = Omnipresent + Omniscient Agents

NICE Systems

With the proliferation of newer digital devices and channels, customers prefer to reach brands through digital channels rather than voice channels. But companies deploying and promoting digital customer service channels, like chat or SMS, are not seeing the results with NPS, containment, and agent efficiency. It started as a concept around the ability to serve customers in their channel of choice.

How To Reinvigorate Your AdvocateHub With The Multi-Channel Model


As an Influitive customer, you get access to one of the most engaging and resource-rich communities in the advocate marketing world—we call it “Influitive VIP.” And if you’ve been in VIP recently, you probably noticed it looks a little different. Not only does our AdvocateHub look better, but this new approach is also more strategic.

5 Recommendations to Evaluate Your Chatbots and IVR for Elevated CX

NICE Systems

We already discussed the gap between the number of digital channels for CX that are supported in the contact center and the number of channels that are evaluated as part of a business’ QM programs. In a nutshell, businesses are encouraging customers to engage via these channels, but customers are not as satisfied with these channels as businesses perceive them to be.

Are Your Customers as Satisfied as You Think They Are?

NICE Systems

This dynamic has created a scenario in which organizations have to offer many more service channels than in the past in order to address the wide spectrum of preferences and capabilities of their customer base. Measuring satisfaction levels with specific channels is one input to this process. There were some rather sizable gaps: Businesses underestimated satisfaction with the phone channel by a statistically significant 8 points.

5 Ways to Improve Your Customer Service

NICE Systems

Customers want more options for customer service, specifically social media and digital channels. Companies that deliver these options will be much better off: Companies that provide a consistent service quality across multiple channels retain 89% of customers Companies that do not provide a consistent quality are only able to retain 33% (Aberdeen Group). Key takeaway: It’s vital to be available on channels your customers use. Practice makes perfect, right?

Why Your Company Needs Multi-channel Tech Support


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.

Using Quality Management Analytics to Elevate the Customer Experience (CX)

NICE Systems

Many companies underestimate just how much the customer experience on digital channels matter. So, it’s no surprise that when it comes to dealing with businesses, I prefer to use digital channels over live phone calls. Now think about service over your digital channels. If the answer is “no” or “I don’t know,” it might mean you’re among the vast majority not evaluating these channels as part of your quality program.

6 Things You Need to Know About Multi Channel Customer Service


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: What’s the Difference and Who Does it Best?


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’.

Best Practices in Multi-Channel Support

Brad Cleveland

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

Do Your Service Channels Turn Your Customers into Net Promoters?

NICE Systems

In this latest research, we asked more than 900 contact center leaders how likely customers would be to recommend their company based on the consumers’ experience with the company’s service via specific service channels (e.g., There were significant discrepancies between customers and companies, with businesses giving themselves higher net promoter scores than their customers did for every service channel. The post Do Your Service Channels Turn Your Customers into Net Promoters?

How Valvoline’s Service Team Pleased Two Very Diverse Constituents — Its CFO and Its Customers

NICE Systems

These anticipated benefits were driven by a focus on greatly improving the customer experience across multiple channels. Advantages of the Cloud Call Center Best Practices Contact Center Management Customer Experience Events Multi-channel Contact Center NICE inContact CXone Using the NICE inContact PlatformChief financial officers (CFOs) are notoriously tough customers when it comes to approving expenditures for new initiatives.

VoC Engagement: The Multi-Channel Experience

Customer Interactions

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.

Answers to Some of Your Most Pressing CX Questions Are Just a Download Away

NICE Systems

How about the latest digital channels? We surveyed more than 900 contact center leaders across the US, UK, and Australia to discover insights about quality of service delivered, according to businesses themselves, across both self-service and agent-assisted channels. One gap: Contact center leaders underrate the quality of service being delivered by their agent-assisted phone channel. Does your company have a true understanding of what your customers want, need and think?

BPO Giant Webhelp Relies on NICE inContact for Omnichannel Capabilities

NICE Systems

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.

Self-Service Strategies for Elevating CX at Your Contact Centre

NICE Systems

Advantages of the Cloud Call Center Best Practices Contact Center Trends & Insights Customer Experience General Insights from the UK Multi-channel Contact Center OmnichannelHave you ever visited one of those palatial buffet restaurants with dozens of assorted fresh dishes in self-serve stations, with the crowds and people walking (seemingly) aimlessly with their plates in search of the pasta or the dessert cart? Raise your hand if you appreciate a good buffet — I certainly do!

Are You Meeting Your Customers’ Expectations for Omnichannel Service?

NICE Systems

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.

Three Ways to Get Personal in a Multi-Channel Environment

Customer Interactions

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:

What are Bank Contact Centers Doing Right?

NICE Systems

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.