Brad Cleveland Blog

OCTOBER 28, 2013

ICMI’s just-out research report, The Multichannel Agent: A 2014 Contact Center Roadmap Research Report and Best Practices Guide, reveals some interesting stats on how organizations are evolving multichannel services.

Multichannel 20

Multichannel Best practices Contact Center Customer Service 20

Brad Cleveland Blog

OCTOBER 28, 2013

ICMI’s just-out research report, The Multichannel Agent: A 2014 Contact Center Roadmap Research Report and Best Practices Guide, reveals some interesting stats on how organizations are evolving multichannel services.

Multichannel 20

Multichannel Best practices Contact Center Customer Service 20

Eptica

JANUARY 6, 2016

However, before exploring some of these trends in future blog posts, I’d like to take the opportunity to review 2015 – specifically some of the most popular topics covered by the Eptica blog. In descending order the top 5 blogs were: 1. What are the 4 key attributes of successful customer engagement?

Customer Experience 50

Customer Experience Multichannel Self service Contact Center 50

Eptica

MARCH 4, 2016

Author: Pauline Ashenden Over the past five years Eptica has regularly evaluated the multichannel customer experience offered by 100 of the UK’s biggest brands , across ten sectors. Back in 2014 in a survey by Gartner , 89% of companies predicted that in 2016 they would be competing mostly on the customer experience they offered.

Multichannel 50

Multichannel Self service Advertising Surveys 50

Eptica

DECEMBER 11, 2015

In this previous blog we discussed the key trends in the United States. In 2014 7% said they found it impossible or extremely difficult to find information on retailers’ websites – yet in 2015 this had trebled to 21%. Yet the number of UK shoppers that complain of not being able to find information is rising dramatically.

Customer Service 49

Customer Service Multichannel Self service Contact Center 49

Avaya

APRIL 3, 2017

In fact, in 2014, over 40 % of customers were already using up to seven different service channels including live chat, email, social media, SMS and traditional phone. As we’ve mentioned time and again, gaining a 360-degree view of the customer means serving both contact center and non-contact center environments within a company.

Contact Center 57

Contact Center Journey mapping Finance APIs 57

Comm100

FEBRUARY 6, 2018

This blog post will cover several of the top, most sought-out customer engagement tools on the market. Although Comm100 is primarily a customer service software, it also acts as a sales solution, helping contact centers convert leads and upsell products in real time, just as a salesperson might do in a brick-and-mortar store.

CRM 41

CRM Enterprise SaaS Marketing 41