Everything You Need to Know About Multi-Channel Support

Wowdesk Blog

Year by year, it is becoming interesting how companies and customers are interacting with each other. Gone are the days when there was only a single channel where customers could make contact with a company. Now, customers can connect with their service provider using any channel, and the credit goes to multi-channel customer support. The Notable Customer Support Dynamics. How to Get Started with Multi-channel Support .

Contact Center Future Shock: Channels May Become Part of Our Past

Brad Cleveland

Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Videos Brad Cleveland customer experience customer relationships multichannel

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Contact Center Future Shock: Channels May Become Part of Our Past

Brad Cleveland

Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Videos Brad Cleveland customer experience customer relationships multichannel

Building Brand Engagement with Multichannel Services

Brad Cleveland

Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Videos Brad Cleveland leadership multichannel

Encouraging Customers to Use Self-Service

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Self-service Videos Brad Cleveland customer experience customer relationships self-service

Communicating Access Alternatives to Customers

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Social Media Videos Brad Cleveland customer access customer access strategy customer experience customer relationships multichannel

InformaTech

GM Leverages AI in Social Customer Care

Brad Cleveland

GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM set (and met) two aggressive goals to support their customer-centric vision. Goal 1: Deliver on today’s customer expectations.

GM Leverages AI in Social Customer Care

Brad Cleveland

GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM set (and met) two aggressive goals to support their customer-centric vision. Goal 1: Deliver on today’s customer expectations.

Building Brand Engagement with Multichannel Services

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Self-service Videos Brad Cleveland Call Center Management On Fast Forward customer access customer access strategy customer experience customer relationships multichannel

Contact Center Future Shock: Channels May Become Part of Our Past

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Videos Brad Cleveland Call Center Coach customer access customer access strategy Jim Rembach multichannel

Contact Center Future Shock: Channels May Become Part of Our Past

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Videos Brad Cleveland Call Center Coach customer access customer access strategy Jim Rembach multichannel

InformaTech

Encouraging Customers to Use Self-Service

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Self-service Videos Brad Cleveland customer experience customer relationships self-service

Staffing for Mobile

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Leadership Mobile Multi-channel Support Videos Workforce Management Brad Cleveland customer access strategy customer experience customer relationships mobile customer service multichannel ominchannel workforce management

The Edge of Service™ Newsletter, Issue 20: TEDx: Thriving in an Always-On World

Brad Cleveland

For the past three decades, I’ve been privileged to work with a diverse range of organizations—from small startups to national governments and multinational corporations—in shaping their customer … Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Mobile Multi-channel Support Social Media The Edge of Service Brad Cleveland Edge of Service multichannel omnichannel

How to Improve Customer Experience in Call Centers

ProProfs Chat

Remember when you tried dialing a customer care number only to experience a painful never-ending hold time and a disinterested agent who would read his script in an almost robotic tone? According to a recent report , 75% of customers believe it takes too long to reach a live agent.

Building Brand Engagement with Multichannel Services

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Self-service Videos Brad Cleveland Call Center Management On Fast Forward customer access customer access strategy customer experience customer relationships multichannel

Encouraging Customers to Use Self-Service Channels

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Experience Multi-channel Support Videos Brad Cleveland customer access strategy Customer Service

Encouraging Customers to Use Self-Service Channels

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Experience Multi-channel Support Videos Brad Cleveland customer access strategy Customer Service

Staffing for Mobile

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Leadership Mobile Multi-channel Support Videos Workforce Management Brad Cleveland customer access strategy customer experience customer relationships mobile customer service multichannel ominchannel workforce management

Three Major Customer Service Trends

Brad Cleveland

Take a minute to reflect on how customer service continues to evolve at your organization. The Edge of Service™ Newsletter Issue 19: Three Predictions for 2017 By any … Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Mobile Multi-channel Support The Edge of Service Brad Cleveland customer experience customer relationships Edge of ServiceWe are well into 2017.

Can Social Media Generate Revenue?

Brad Cleveland

Royal Dutch Airlines (KLM) has been interacting with customers through social channels since 2010. They currently have a team of 150 agents dedicated to social interactions, operating 24/7 and supporting 14 languages. The team handles loads of customer service issues—lost luggage, customs questions, delayed flights, etc.—but You bet. According to VentureBeat, they handle around 10,000 queries a day.

Social Customer Care: Listen, Learn, and Dialogue

Brad Cleveland

Let me give you three steps that are absolutely fundamental in delivering services through social channels. I recall an executive who works with an automobile manufacturer standing behind a computer with several others on her team as … Call Center Contact Center Customer Experience Customer Relationships Customer Service Multi-channel Support Social Media

The Contact Center’s Role in Building Self-Service Channels

Brad Cleveland

Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels. For example, the contact center can provide a wealth of information on which contacts can be automated (or handled in customer communities), and what can be done to improve customer acceptance.

Social Customer Care: Listen, Learn, and Dialogue

Brad Cleveland

Let me give you three steps that are absolutely fundamental in delivering services through social channels. I recall an executive who works with an automobile manufacturer standing behind a computer with several others on her team as … Call Center Contact Center Customer Experience Customer Relationships Customer Service Multi-channel Support Social Media

Developing a Mobile Customer Access Strategy

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Mobile Multi-channel Support Videos Brad Cleveland customer access customer access strategy customer experience mobile customer service multichannel

Developing a Mobile Customer Access Strategy

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Mobile Multi-channel Support Videos Brad Cleveland customer access customer access strategy customer experience mobile customer service multichannel

Three Major Customer Service Trends

Brad Cleveland

Take a minute to reflect on how customer service continues to evolve at your organization. The Edge of Service® Newsletter Issue 19: Three Predictions for 2017 By any … Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Mobile Multi-channel Support The Edge of Service Brad Cleveland customer experience customer relationships Edge of ServiceWe are well into 2017.

How to Build Brand Loyalty by Improving the Customer Experience

ProProfs Chat

People think of loyalty as a customer for a lifetime, but it is really much simpler than that. No matter if you own a mom and pop shop at a street corner or run a multinational apparel brand, loyal customers are driving your business forward, one transaction at a time. . Moreover, the sad part is that as organizations get large and more complex, their customers are reduced to mere numbers. He explains, “ On any given day, about 75% of our orders are from repeat customers.

Four Keys to Retaining Millennial Customers

Brad Cleveland

It was great to be included in an article Telus International put together on retaining millennial customers. Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Research/Statistics Self-service Social Media BlastMedia Brad Cleveland customer experience customer loyalty Due leadership Telus international

How Will the Internet of Things Impact Contact Centers?

Brad Cleveland

This will add to the workload of reporting and analytics teams, but will also put more customer data at the disposal of frontline agents. When structured well, this information can enhance the level of … Call Center Contact Center Customer Access Strategy Customer Experience Customer Service Multi-channel Support Workforce Management Brad Cleveland customer access customer access strategy customer experience Internet of Things multichannel workforce management

The Edge of Service® Newsletter, Issue 20: TEDx: Thriving in an Always-On World

Brad Cleveland

For the past three decades, I’ve been privileged to work with a diverse range of organizations—from small startups to national governments and multinational corporations—in shaping their customer … Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Mobile Multi-channel Support Social Media The Edge of Service Brad Cleveland Edge of Service multichannel omnichannel

How Will the Internet of Things Affect Customer Service?

Brad Cleveland

Smart” devices can include household appliances … Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Brad Cleveland customer access strategy customer experience customer relationships Internet of Things leadership multichannel

The Edge of Service™ Newsletter, Issue 15: Getting Mobile Customer Service Right

Brad Cleveland

The Edge of Service™ Newsletter, Issue 15: Getting Mobile Customer Service Right There are an estimated 7 billion active mobile phone subscriptions today—one for every living person on the planet, according to the International Telecommunication Union (ITU).

Documenting Your Customer Access Strategy

Brad Cleveland

Customer access strategies are like business plans in that some are well documented and others exist only in pieces and in the heads of various managers. A wireless carrier that I have worked with has a well-organized customer access … Call Center Contact Center Customer Access Strategy Customer Experience Customer Service Leadership Multi-channel Support Brad Cleveland Call Center Management On Fast Forward customer access customer access strategy leadership

The Edge of Service™ Newsletter, Issue 12: The Keys to Social Customer Service

Brad Cleveland

The Edge of Service™ Newsletter, Issue 12: The Keys to Social Customer Service Being part of “the conversation”—listening to customers and interacting with them where they are—was until recently a powerful differentiator. But it’s now becoming a competitive necessity. And that’s true whether you’re a small startup or a multinational corporation.

Four Keys to Retaining Millennial Customers

Brad Cleveland

It was great to be included in an article Telus International put together on retaining millennial customers. Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Research/Statistics Self-service Social Media BlastMedia Brad Cleveland customer experience customer loyalty Due leadership Telus international

The Contact Center’s Role in Building Self-Service Channels

Brad Cleveland

Many organizations are learning firsthand that contact centers can play a central role in encouraging and supporting low-cost access channels. For example, the contact center can provide a wealth of information on which contacts can be automated (or handled in customer communities), and what can be done to improve customer acceptance.

Recent WebTV Interview on Customer Service Trends

Brad Cleveland

In this 12-minute interview, we discuss the trends shaping service and how to meet today’s fast-evolving customer expectations. Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Mobile Multi-channel Support Social Media Brad Cleveland customer experience customer relationships Laura Sikorski leadership

Recent WebTV Interview on Customer Service Trends

Brad Cleveland

In this 12-minute interview, we discuss the trends shaping service and how to meet today’s fast-evolving customer expectations. Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Mobile Multi-channel Support Social Media Brad Cleveland customer experience customer relationships Laura Sikorski leadership

Can Social Media Generate Revenue?

Brad Cleveland

Royal Dutch Airlines (KLM) has been interacting with customers through social channels since 2010. They currently have a team of 150 agents dedicated to social interactions, operating 24/7 and supporting 14 languages. The team handles loads of customer service issues—lost luggage, customs questions, delayed flights, etc.—but You bet. According to VentureBeat, they handle around 10,000 queries a day.