Why Multi-Touch Matters more than Multi-Channel
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.
5 Keys for Multi-Channel Customer Support
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.
Call it what you will: Multi-channel, Omnichannel—It isn’t about the Contact Center!
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.
6 Things You Need to Know About Multi Channel Customer Service
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.
Avoid These Roadblocks to Achieve a High Performing Contact Center
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.
How to Do Social Customer Service for the Right Customer Experience
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.
In Retail, It’s All About the Customer Journey, Man
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
My Agent eXperience Selected as 2016 Customer Product of the Year
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.
Which Channels do Customers Trust the Most?
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?
Columbia Sportswear Takes Customer Service to the Cloud
DECEMBER 9, 2015
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
Using Metrics, Analytics with Multi-channel Customer Communications
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
6 Things Every CEO Should Know about Customer Service
JUNE 26, 2015
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.
Get out of the Queue: Drive Your CX with Attribute Matching
MARCH 23, 2017
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
4 tips to make multiple channels work for your business
FEBRUARY 23, 2016
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?
Winning the CX with Apps, Integrated Data Views, Custom Agent Desktops
APRIL 3, 2017
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 Experience Q&A With Andrew Murphy Of John Lewis
SEPTEMBER 29, 2014
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.
Customer Story: Clearlink Maximizes Service Levels with 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
3 Reasons to Focus on Your Weakest Customer Service Channel
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?
Stay in Sync with Effective Calibration
DECEMBER 21, 2015
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
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
Top Five Obstacles to Customer Centricity #4 Multi-channel Journey
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.
VoC Engagement: The Multi-Channel Experience
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.
5 Ways to Build More Trust Online With Customers – by Amy Barton
OCTOBER 28, 2016
Channels Communication Channels Technology amy barton customer experience multi channel customer experience online customer experience
Three Ways to Get Personal in a Multi-Channel Environment
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:
Simple Solutions Seldom Are: The Virtues of a Multi-Channel Approach to Feedback
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.
APRIL 18, 2016
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.
Customer Service Trends to Look for in 2017
DECEMBER 22, 2016
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.
Multi-Channel Ecommerce ? How to Create Your Own Success Story
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.
Customer Service Trends 2017: An Effortless Customer Experience is Vital for Loyalty
JANUARY 5, 2017
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.
Where We Are Really At In Omni-Channel
JUNE 8, 2015
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.
Speech Analytics: Changing the Game for Contact Center Technology
JUNE 30, 2016
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
FEBRUARY 18, 2016
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?
POS, Promoters and Perfect 10s: Upcoming Webinar – Customer Experience in Retail
FEBRUARY 3, 2017
They’ll cover best practices for Net Promoter® in Multi-Channel Retail and insight into measuring and improving customer (“guest”) experience with […]. POS, Promoters & Perfect 10s On February 8th, CEO and co-founder of CustomerGauge, Adam Dorrell, will join Senior Manager of GUEST Services and Training for AREAS, Cary Self, to deliver a special webinar on customer experience in retail.
Spring Cleaning Your Customer Service From Inefficiencies
MARCH 9, 2016
The 2015 Parature’s Report on the Global State Multi-Channel Customer Service beautifully highlighted them all.(.). Cleaning Customer Service from Inefficiencies.
Is Your Mission Customer-Focused, or an Empty Promise?
APRIL 9, 2015
Consider these examples: The company is a leading content, commerce and technology company that provides customers easy and convenient access to books, magazines, newspapers and other content across its multi-channel distribution platform.-
9 Ways Millennials Have Transformed Contact Center Customer Experience
DECEMBER 8, 2016
If you haven’t already, explore adding live chat, SMS, and social media customer services channels for your contact center. Multi-Channel Experiences. With Millennials now fully immersed in digital experiences and using multiple devices throughout the day, they’re familiar with utilizing various channels— from websites to social media, apps to phone calls— to interact and engage with the world.
Find out how Vax has transformed its customer experience at Salesforce World Tour London
MAY 11, 2016
4 tips to make multiple channels work for your business. The Salesforce World Tour London is on May 19 th and we are delighted to have been selected as one of the Salesforce 2016 Customer Success stories.