Multi-Channel Customer Service
158 results
of 15
Contributor: call center week
Posted: 02/21/2017
nuanceivrwp4
If you’ve delayed investing in your IVR, it’s time to rethink your strategy. Download the guide "IVR in an Omni-channel World" for expert guidance on how to modernize your IVR to deliver easy, effortless service. Full Content »
Contributor: James Wilson
Posted: 09/13/2016
JamesWilson
In this always-on age, your company’s door is always open, and customers may choose to contact you through any support channel you’re willing to provide—including email, phone, web chat, social media, IoT, Chat-bots, and self-service IVRs. Full Content »
Contributor: call center week
Posted: 06/07/2016
SAPOmniArticle
Omnichannel in customer service is all about seamless customer engagement. The aim is to improve customer experience eliminating breakpoints between channels, making interaction data and history available on all channels, and using analytics to continuously improve the experience. It can be achieved through a combination of organizational prowess, Full Content »
Posted: 02/11/2016

As customers, we’ve all experienced it before – “I can’t get to an agent!”, “I’ve already given you that information!”, “I have to be on hold for how long?”

Everyday customer experience (CX) executives are faced with the ongoing pressure to deliver a positive experience to increase cus Full Content »
Posted: 02/11/2016

In a recent Aberdeen report 60% of companies reported that they weren’t able to increase customer satisfaction in 2012. With more than 80% of revenues coming from existing customers it is imperative for service organizations to focus on improving customer engagement.

 Register for the webinar “How to Improve Engagement with a M Full Content »
Posted: 02/11/2016

Outstanding service pays off—for your customers, for your company. But it must be consistent across all channels. As  recent Aberdeen Group benchmark study points out, Best-in-Class companies enhancing online and contact center experiences—in unison—are seeing compelling results:


>75% first contact resolution rates Full Content »
Posted: 02/11/2016

As demands on contact centers have increased over time, companies are looking to bring the best talent into their agent pools.  The availability of cloud computing technologies in the contact center has opened capabilities to deploy agents anywhere.  Because of this, companies are able to experiment with different deployment options for Full Content »
Posted: 02/11/2016

In a recent Aberdeen report 60% of companies reported that they weren’t able to increase customer satisfaction in 2012. With more than 80% of revenues coming from existing customers it is imperative for service organizations to focus on improving customer engagement.

 Register for the webinar “How to Improve Engagement with a M Full Content »
Posted: 02/11/2016
Organizations are quickly moving to implement multichannel analytics with the intention of using this tool to improve the customer experience, but in the rush they are all too often neglecting to have both a resource and process strategy firmly in place. Why does this matter? Without alignment of resources and processes, users initially are excited Full Content »
Posted: 02/11/2016
More and more customers turn to Facebook, Twitter and their favorite web destinations to discuss both positive and negative service issues and discover other customers who can help. Companies are learning how to optimize these channels and foster community interaction to help solve customer complaints faster. Full Content »
Posted: 02/11/2016

Customer Experience, as much as everything else in organizations today, is changing.
And sure, while we could say that it’s in a constant state of change, this latest change is significant! Today, customers around the world are demanding better experiences, insisting on more channels for communication and expect more control over their eng Full Content »
158 results
of 15
Contributor:
Posted: 10/23/2013
PodcastImage
Hype does not have a guaranteed impact on reality, and nowhere is that more evident than in customer management. The latest research in conjunction with CFI Group’s Contact Center Satisfaction Index reveals that despite insistence from businesses that the customer experience is their top priority, year-over-year customer satisfaction scores Full Podcast »
Contributor: call center week
Posted: 02/21/2017
nuanceivrwp4
If you’ve delayed investing in your IVR, it’s time to rethink your strategy. Download the guide "IVR in an Omni-channel World" for expert guidance on how to modernize your IVR to deliver easy, effortless service. Full Whitepaper »