Callminer

OCTOBER 11, 2018

In an omnichannel/multichannel environment, many organizations struggle with consistency across channels, so leveraging FCR across channels provides a great metric to ensure that customers are getting real resolutions, regardless of channel. Smitha obtained her license as CPA in 2007 from the California Board of Accountancy.

Call Center 561

Call Center Metrics Contact Center Wait times 561

LiveChat

AUGUST 3, 2018

After endless minutes of giving all your personal information to a machine, when you finally get a human being on the line, you’re expected to give them all your details from scratch. For brands, it’s not about being multichannel any more, it’s about being channel agnostic. We’ve all been there. Mere presence is not good enough either.

Multichannel 28

Multichannel Airlines CRM Advertising 28

Beyond Philosophy

OCTOBER 15, 2015

State of Multichannel Customer Service Report published by Parature and Microsoft Dynamics CRM, it’s not a moment too soon. Not Feeling Valued: Navigating automated systems, feeling unable to reach a real person (13%). Suffering impolite agents (9%). Furthermore, it also reports 63% of 1,000 U.K. According to the 2015 U.K.

Customer Service 379

Customer Service Multichannel Self service CRM 379

Comm100

FEBRUARY 6, 2018

Need : An industry-leading CRM — features include lead scoring, SMS marketing, event management, sales reports, social CRM, mobile app, web content personalization, and more. Zendesk was founded in 2007 by three friends using an old kitchen door as a desk. Deployment : Cloud-based. Business on a Budget Seeks Uncomplicated CRM.

CRM 42

CRM Enterprise SaaS Marketing 42