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. Here’s a look at the channels respondents plan to ADD within the next 12 and 24 months, respectively:

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. Here’s a look at the channels respondents plan to ADD within the next 12 and 24 months, respectively:

Multichannel 20

Multichannel Best practices Contact Center Customer Service 20

aircall

DECEMBER 7, 2017

Spotahome initially managed bookings through individual emails and Google groups when the business launched in early 2014. This newfound simplicity is especially welcome at a time when customers’ multichannel conversations are growing more complex. “Both the landlords and the tenants.”. Using the Aircall + Zendesk Integration.

Customer Service 90

Customer Service Multichannel Education Call Center 90

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

Avaya

NOVEMBER 8, 2017

So strong, that the number of accounts at global financial institutions grew by 700 million between 2011 and 2014. Multichannel is vital for interacting within a range of industries, especially banking. But what exactly constitutes “multichannel?” Make the Branch the Core of Your Omnichannel Experience.

Banking 40

Banking Multichannel Customer advocacy Upselling 40

CX Journey

DECEMBER 16, 2014

It appeared on the site on September 15, 2014. I do sometimes find inspiration to write about both customer and employee experiences in the strangest ways, but that story got me thinking about this blog post that I needed to write about customer retention and how to keep customers coming back. I''ll tell you, but first a story.

Customer retention 83

Customer retention Advertising Multichannel Metrics 83

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