Multi-Channel Strategy
179 results
of 17
Contributor: James Wilson
Posted: 09/30/2016
JamesWilson
Experts say, businesses are rushing on impulse into a full OmniChannel offering because their customers are rushing there even faster. Full Content »
Posted: 02/11/2016

Join GfK MRI for this webinar, where we’ll take a close look at a hypothetical American family to offer insights into every generational group, based on the Survey of the American Consumer, TeenMark and the American Kids Study.   A broad range of marketing categories will be covered, including Nutrition, Green Issues, Tablets, Soc Full Content »
Posted: 02/11/2016


Customer service is no longer confined to the four walls of the contact center; it involves delivering an ideal experience for the customer -- at each touch point and across the organization.  To remain competitive, companies must re-evaluate their overall customer engagement strategy.  In this session Alcatel-Lucent Enterprise CMO Ni Full Content »
Posted: 02/11/2016

Customers are increasingly turning to social media to air their service issues - especially when they feel companies could give a tweet about them through other channels. In the process, your service reputation is now out in the open for everyone to see. But some companies are leading the charge to use services like Twitter, Facebook, and virtual Full Content »
Posted: 02/11/2016

Your customers live online and demand that you do too. Companies that offer convenient, timely, 24/7 self-service options accessible via the Web, mobile devices and social media realize improved conversion rates, higher average order value, and higher customer satisfaction and retention—all at lower cost. Are you ready?
 
Traditional Full Content »
Posted: 02/11/2016

Many organizations are under the impression that superior customer care can be achieved by focusing solely on improving voice self-service capabilities. But how do we take measures for customers that cannot be fully self-served? In many cases, the best solution lies in creating a seamless transition between IVRs and contact center agents.

The Full Content »
Posted: 02/11/2016

Companies count on their channel partnerships to maximize profits, add market share, expand into new markets, reduce sales costs and help customers achieve their full business potential.  However, driving business through channels effectively can be a challenge for any size organization.  Recruiting the best set of partners capable of s Full Content »
Posted: 02/11/2016

Most companies today are facing a highly competitive environment to satisfy clients and increase market share, while managing resources. Even within Process Excellence teams, the focus needs to be on resources pertaining to the initiatives and areas of the business that will impact customer satisfaction and drive increased business process perfor 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 »
Posted: 02/11/2016

Proactive Customer Care (PCC): “A business strategy that makes consumers’, partners’, constituents’ or employees’ lives better and easier by addressing issues before a problem or need arises.” – DMG Consulting

The concept of Proactive Customer Care (PCC) is nothing new for today’s customer-focused Full Content »
Contributor: call center week
Posted: 12/02/2013
Consistency: The Key to Multi-Channel Customer Management
Consistency: The Key to Multi-Channel Customer ManagementHow a Seamless, Interconnected, Multi-Channel Experience is the Key to Engaging Today's CustomerEven the slowest of adopters have realized that multi-channel customer management is here to stay. While most organizations have multiple channels of communication, and almost every organization as Full Content »
179 results
of 17
Posted: 06/26/2011
Elite Online Engagement with Scottrade

Cassaundra Sigaran, senior manager of Scottrade's online community, spoke with CMIQ about the company's best practices for building an online community. Full Video »
Contributor:
Posted: 07/08/2012
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About fifteen years ago, professionals had to hide in shame if their corporations did not have an official website. Fast forward to 2012, and that same shame exists if businesses do not maintain Twitter and Facebook accounts in representation of their brands. The problem, however, is that for as seriously as businesses take the need to Full Podcast »
Contributor: call center week
Posted: 12/02/2013
Consistency: The Key to Multi-Channel Customer Management
Consistency: The Key to Multi-Channel Customer ManagementHow a Seamless, Interconnected, Multi-Channel Experience is the Key to Engaging Today's CustomerEven the slowest of adopters have realized that multi-channel customer management is here to stay. While most organizations have multiple channels of communication, and almost every organization as Full Whitepaper »