Experience Investigators by 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. Multi-channel customer support fails are well-documented. 5 Keys to Multi-channel Customer Support. Be sure marketing, PR, legal and customer service are well-trained and well-connected around these channels.

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Optimove

JUNE 24, 2019

Learn How to Win Multi-Channel Campaigns for Your Company. In this age of multiple screens, multi-channel marketing is a fact of life. Effectively communicating with customers requires a multi-channel strategy. In this e-book, you will learn about the pros, cons and best practices of each channel, and learn to orchestrate winning multi-channel campaigns. The post Multi-Channel Customer Marketing E-Book appeared first on Optimove

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DemandJump

MARCH 27, 2020

Marketers want to know what led to every sale, if possible. That desire means marketing pros need a way to assign value to the actions customers take before taking the decisive step to buy a product or service

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Ecrion

JULY 2, 2020

Getting Started in Multi-Channel Marketing | Benefits of Multi-Channel Marketing | Managing Customer Communications. A full 52% of marketers use three to four channels to connect with unique target audiences. This is a strategy known as multi-channel marketing which spreads your message across several media platforms. But how do you get started marketing across multiple channels? What Is Multi-Channel Marketing?

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Speaker: Laura Sikorski, Contact Center Consultant

Join us for an insightful webinar with Laura Sikorski where she will provide guidance on how to be sure your organization is reacting to the new digital-savvy customer. Our new world is multi-channel, omnichannel, cross-channel, and even channel-agnostic.

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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”. The key point is that the website (a communications medium) also became the channel. Who would have thought that your automobile would be as much of a ‘channel’ as your tablet or mobile phone?

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Optimove

JULY 7, 2019

The post Rush Street Improves Engagement with Personalized Multi-Channel Messaging appeared first on Optimove. library

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ProProfs Chat

JANUARY 29, 2020

Most brands today are transforming by opting to go beyond the traditional call centers and embracing multi-channel customer service channels, to help customers reach out to them with convenience. But, why is that so, and what exactly is multi-channel customer service? What Is Multi-Channel Customer Service? Well, there was a time when companies relied on a single channel approach to connect and interact with customers.

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Fox Metrics

SEPTEMBER 14, 2017

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.

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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? From Servicing Channels to Channeling Your Customers. The question isn’t how many of these innovative channels companies can adopt. The Multi-touch Difference. How to Master Multi-touch.

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

As your contact center becomes more complex with a growing number of communication channels and touchpoints, it’s more important than ever to have the right technology in place to support your workforce. With the right solution, multi-skill and multi-channel forecasting and scheduling become accurate and hassle-free. Even the most powerful tools become simple to use. And smooth communications with operations staff and accountability to plan become your daily reality.

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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. Omni-channel experiences, especially in retail, offer seamless consistency across channels

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NICE inContact

OCTOBER 21, 2020

Advantages of the Cloud Call Center Best Practices Call Center Compliance Contact Center Trends & Insights CXone NICE inContact CXone Multi-channel Contact CenterAn outbound call center is a customer service or sales operation that makes outgoing calls to customers or prospects.

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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.

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Influitive

JANUARY 26, 2018

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.

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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

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Avaya

MARCH 24, 2017

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. Executives are planning for not only contact channels to expand but most are expecting these interaction journeys to grow in complexity. The post Call it what you will: Multi-channel, Omnichannel—It isn’t about the Contact Center!

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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. They have to embrace multi-channel marketing if the want to make a dent in the market. What is multi-channel marketing. In multi-channel marketing, all these options are equally viable if they all lead to sales.

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NICE inContact

SEPTEMBER 27, 2020

To beat the odds, follow these 5 steps to creating a future-proof omnichannel CX program that supports seamless channel hopping across any channel your customer prefers. Nearly 70% of companies fail at designing omnichannel CX.

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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 number of devices per user is growing and it is important to have an orchestrated strategy of offers sent through several channels, so you won’t miss any potential touchpoints. The following research comes to show exactly how effective multi channel campaigns are compared to single channel.

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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

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NICE inContact

OCTOBER 8, 2020

Advantages of the Cloud Call Center Best Practices Agent Engagement Customer Experience Contact Center Trends & Insights Contact Center Management Do More With Less CXOne Digital First Omnichannel Omnichannel NICE inContact CXone Multi-channel Contact Center

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NICE inContact

OCTOBER 19, 2020

NICE inContact CXone has all your needs covered, from 30+ channels, to digital-ready workforce management and quality management, all under one hood with one seamless experience.

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NICE inContact

NOVEMBER 8, 2020

Call Center Best Practices AI Contact Center Trends & Insights Customer Experience CXOne Digital First Omnichannel NICE inContact CXone Omnichannel Multi-channel Contact CenterAn ACD is essential contact center technology.

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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

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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

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NICE inContact

SEPTEMBER 21, 2020

Customer Experience Do More With Less NICE inContact CXone Multi-channel Contact Center Advantages of the Cloud Call Center Best PracticesIf CX is the king, then an interactive voice response (IVR) system is the butler that greets the castle visitors.

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iPerceptions

DECEMBER 13, 2018

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

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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. The management sees their support channels as several separate entities. Some channels phone are accessible only during the day and offer ‘leave a message’ options during the night. Offer choice in multi channel customer service.

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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. Channels being seen as just a cost, leading to companies trying to ‘force’ customers to ‘shift’ to a lower cost channel or outsourcing critical touchpoints off-shore. Blame cultures from one channel to another. and all the channels they currently or will use.

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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’. Focuses more on the user and the ways that your channels interact with each other to help the customer. Optimizes channel experiences to suit the journey of the user.

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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.

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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.

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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.

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NICE inContact

AUGUST 2, 2019

The fact that live chat is a real-time engagement channel makes this possible. Key takeaway: Live chat delivers a service that customers want and helps agents work more efficiently at a lower cost than other channels. When you’re doing omnichannel right , you can unify all your digital channels into one platform to capture customers wherever they choose to interact. Key takeaway: It’s vital to be available on channels your customers use.

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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:

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NICE inContact

JULY 23, 2019

Let’s take a closer look at why WhatsApp is the next digital customer service channel you need. Most people already are using WhatsApp over the course of the day, so there’s no channel-hopping when they want to contact a brand — whether that’s with a question about their bank account or data plan. While raising revenues from up sales and more loyal long-term customers, you’ll also save costs from more efficient customer service on a wider variety of channels.

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