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.

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.

Trending Sources

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.

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.

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.

Omni-Channel vs. Multi-Channel Retailing


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.

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


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


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


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

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.

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


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.

My Agent eXperience Selected as 2016 Customer Product of the Year


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.

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


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

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

Columbia Sportswear Takes Customer Service to the Cloud


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

Are You Meeting Your Customers’ Expectations for Omnichannel Service?


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.

Which Channels do Customers Trust the Most?


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?

4 tips to make multiple channels work for your business


To avoid this predicament, it’s critical that you seamlessly link your channels of communication, so everyone in your service organisation is always on the same page. Which channels are the most popular? Do certain channels attract specific types of engagement?

6 Things Every CEO Should Know about Customer Service

Tricia Morris

Let’s face it. Sometimes an investment or a culture change supporting customer service is a hard sell to the CEO and the C-suite. So to help make the case, here are six things every CEO should know about the importance of customer service: 1. It’s a challenging role.

The Human Factor in Digital Customer Experience – Free Report


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.

Get out of the Queue: Drive Your CX with Attribute Matching


Customer Engagement Avaya Call Center call queue Contact Center Context contextualization CSAT Customer Experience customer journey Customer Satisfaction Customer Service CX digital transformation multi-channel multichannel omnichannel queue

Winning the CX with Apps, Integrated Data Views, Custom Agent Desktops


Think about it: if customers aren’t connecting with a brand using one of their three personal mobile devices , they’re leveraging a myriad of other channels and connected platforms to research, communicate and engage.

Customer Story: Clearlink Maximizes Service Levels with inContact


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

3 Reasons to Focus on Your Weakest Customer Service Channel


“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?

Customer Experience Q&A With Andrew Murphy Of John Lewis


multi-channel retail. Customer Experience Customer Experience Forum Customer Experience Forum EMEA multi-channel retail I get just as excited as the next analyst about the latest and greatest startup. But you know what? There''s something extra cool about a brand that''s been around since 1864, and yet runs neck-and-neck with Amazon in our UK customer experience rankings.

MaritzCX Mentioned in CustomerThink Post on VoC Trends


MaritzCX was recently mentioned in an article by Bob Thompson on CustomerThink.

Stay in Sync with Effective Calibration


Customer calibrations can be done through small focus groups and various survey channels such as email, IVR and SMS questionnaires. Calibrate across all Channels. Best Practices General Multi-channel Contact Center Trends & Insights CEU Customer Experience

“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

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.

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.

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:

Simple Solutions Seldom Are: The Virtues of a Multi-Channel Approach to Feedback

Customer Interactions

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.

5 Ways to Build More Trust Online With Customers – by Amy Barton


Channels Communication Channels Technology amy barton customer experience multi channel customer experience online customer experience

Communication Breakdown

Customer Interactions

NICE Systems and Boston Consulting Group recently published the “NICE BCG 2016 Customer Survey”, placing valuable insights in the light for enterprises finding themselves dazed and confused about the key trends in multi-channel customer experience (CX) today Recent Survey Discusses What Is and What Should Never Be in CX.

Multi-Channel Ecommerce ? How to Create Your Own Success Story


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.

Customer Service Trends to Look for in 2017


We’ll be looking at the following trends in customer service for 2017: Omni-channel will gain more traction as a customer support strategy and replace its predecessor, multi-channel. Omni-Channel Will Be the New Multi-Channel.

Customer Service Trends 2017: An Effortless Customer Experience is Vital for Loyalty


In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Customer expectations are changing; each time you add another channel, you offer another way for a customer to engage with you.

Trends 139

Speech Analytics: Changing the Game for Contact Center Technology


Much in the same way, in a multi-channel customer service landscape the tendency is to group and analyze all the like things together.

There Are No Secrets to Zipcar’s Journey Map Success

Customer Bliss

She just joined LAUNCH; a start-up devoted to reinventing multi channel consumer experiences. How does your organization utilize the journey map? As the framework to consistently drive company focus that lines up your customer listening, improvement, and planning efforts?

Where We Are Really At In Omni-Channel

Martin Hill-Wilson

Becoming a multi-channel contact centre is not just a matter of bulking up on new channels. I’m going to cover three main topics: Multi-channel customer experience. Multi-channel is dead centre within a massive change impacting every aspect of how we do business.