Mobile and Online Interaction
78 results
of 8
Contributor: call center week
Posted: 02/21/2016
The Future of Customer Video Calls
Video is a rich communication media and companies put emphasis into creating a personal touch in real time by encouraging agents to bring in their own personality while engaging customers. In such a channel, ensuring quality and monitoring interaction content is critical to guarantee the high quality service video interactions are expected to deliv Full Content »
Posted: 02/11/2016

Online chat continues to develop as both a convenient customer service channel, and a cost effective sales delivery method. But even with its growing consumer preference, impressive ROI, and high CSAT, online chat is still regarded as an immature channel. However, as more consumers go to the web for support and online shopping, there remain treme Full Content »
Posted: 02/11/2016

General registration for CMIQ's complimentary Digital Customer Care Summit goes live shortly.  We're giving you, our valued CMIQ member, the chance to secure your spot now!  Register below and you will get complete live and on-demand access to the free event!

Today’s customer management landscape is simple.  Either Full Content »
Posted: 02/11/2016

Not long ago the only viable option for service and support was to call the vendor that made the product. Today, there are countless sources of information about all types of products and services, easily accessed with a quick Google search.

Where vendors once held a monopoly on the creation of the best, most up-to-date and relevant content, to Full Content »
Contributor: call center week
Posted: 08/11/2015
Frost & Sullivan—Mobile Engagement Delivers Great Customer Experiences
Mobile and the Internet are the most important communications phenomena of our lifetimes. With 4.55 billion mobile users worldwide driving 6.9 billion mobile subscriptions, consumers are more mobile than ever before. All this access to mobility is part of the reason that the attention span of buyers is dwindling, and the channels for customer inter Full Content »
Contributor: Mitchell Osak
Posted: 11/20/2013
Mitchell Osak
Mitchell Osak's presentation was a highlight of the week's Digital Customer Care Summit. Today, he shares 5 steps to achieving a digital transformation in your business. Full Content »
Contributor: Brian Cantor
Posted: 11/11/2013
brian
This informative journey, which will be regularly updated with new content and findings, reveals how to get set up, recruit agents, implement the right tools and stay one step ahead of your customers. Full Content »
Contributor: Brian Cantor
Posted: 11/11/2013
brian
Since it is called social CUSTOMER care, does it not make sense for businesses to concern themselves with what customers want? Full Content »
Contributor: call center week
Posted: 08/15/2013
Become a Social CMO
CMOs indicate that, in the age of the customer, collaboration and influence through social networking will have the biggest impact on their organizations in the next three to five years. However, only 16% of CMOs think that it’s necessary to become proficient at social media themselves to be successful leaders. Forrester believes that CMOs who personally participate in social media will be better at: 1) leading the new brand experience, and 2) leading a new generation of cross-functional marketing organizations. Full Content »
Contributor: Mitchell Osak
Posted: 06/23/2013
Mitchell Osak
Two major retailers prove gamification is more than just hype. Here is how they are using gaming concepts to engage customers and employees. Full Content »
Contributor: call center week
Posted: 06/20/2013
3 Steps to Thrilling Customers with an Exceptional Experience
Drawing from case study insights, IBM reveals how to create exceptional experiences and thrill customers with a three-step process: anticipate, engage, deliver. Full Content »
78 results
of 8
Posted: 06/14/2011
How Cars.com's Mobile Site Jumped to the Front of the Game

Kate Paduchowski, Cars.com’s Senior Product Manager for Mobile, discussed the lessons she has learned overseeing the growth of the company's mobile site since last year at the recent 3rd Annual Customer Experience Summit. Full Video »
Contributor:
Posted: 11/08/2012
PodcastImage
The digital initiative behind Barack Obama's successful re-election campaign is the latest in a long line of justifications for investing heavily in online content strategy. Unfortunately, there is a wide distinction between the right and wrong way to go about delivering digital content to customers, and far too many organizations are falling on Full Podcast »
Contributor: call center week
Posted: 02/21/2016
The Future of Customer Video Calls
Video is a rich communication media and companies put emphasis into creating a personal touch in real time by encouraging agents to bring in their own personality while engaging customers. In such a channel, ensuring quality and monitoring interaction content is critical to guarantee the high quality service video interactions are expected to deliv Full Whitepaper »