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. Pick channels your customer wants .

Best Practices in Multi-Channel Support

Brad Cleveland

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Best Practices in Multi-Channel Support

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Research/Statistics Videos multichannel support center

5 Secrets of Accurate Scheduling in Today’s Contact Center

Brad Cleveland

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Article on Customer Service Trends

Brad Cleveland

Sam Del Rowe recently wrote an article for www.destinationcrm.com titled “The Top Customer Service Trends: Building Better Service Beyond Voice.” If these are issues on your mind for the future of your customer service center, … Call Center Contact Center Customer Service Leadership Multi-channel Support Research/Statistics Social Media ai artificial intelligence Brad Cleveland leadership strategy

5 Secrets of Accurate Scheduling in Today’s Contact Center

Brad Cleveland

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

Brad Cleveland

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5 Secrets of Accurate Scheduling in Today’s Contact Center

Brad Cleveland

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Building a Customer Service Ecosystem

Brad Cleveland

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Guest Blog: Instant Customer Service – Just Add Text Message

ShepHyken

This week we feature an article by Ford Blakely about text messaging which can provide that instant, convenient and low-friction customer experience that delivers delight. Let’s face it, customer service is the lifeline of any company. Of course, getting new customers is just as important, but it’s useless if your customer service experience is suboptimal. According to Forbes , Businesses are losing $62 billion per year through poor customer service.

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

Brad Cleveland

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Improving the Accuracy of Schedules

Brad Cleveland

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Building Brand Engagement with Multichannel Services

Brad Cleveland

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Three Major Customer Service Trends

Brad Cleveland

Take a minute to reflect on how customer service continues to evolve at your organization. If you missed the December issue of my Edge of Service™ Newsletter, you might enjoy reading about three predictions that I have for 2017. We are well into 2017. How’s it going?

Building a Customer Service Ecosystem

Brad Cleveland

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Improving the Accuracy of Schedules

Brad Cleveland

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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.

5 Secrets of Accurate Scheduling in Today’s Contact Center

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland scheduling workforce management

The Contact Center’s Role in Building Self-Service

Brad Cleveland

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

The Contact Center’s Role in Building Self-Service

Brad Cleveland

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

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

Three Major Customer Service Trends

Brad Cleveland

Take a minute to reflect on how customer service continues to evolve at your organization. If you missed the December issue of my Edge of Service™ Newsletter, you might enjoy reading about three predictions that I have for 2017. We are well into 2017. How’s it going?

Communicating Access Alternatives to Customers

Brad Cleveland

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Communicating Access Alternatives to Customers

Brad Cleveland

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5 Secrets of Accurate Scheduling in Today’s Contact Center

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland multichannel workforce management

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

Brad Cleveland

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

Brad Cleveland

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Improving the Accuracy of Schedules

Brad Cleveland

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Encouraging Customers to Use Self-Service Channels

Brad Cleveland

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eCornell Videos: Delivering Consistent Service

Brad Cleveland

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Building Brand Engagement with Multichannel Services

Brad Cleveland

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Encouraging Customers to Use Self-Service

Brad Cleveland

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5 Secrets of Accurate Scheduling in Today’s Contact Center

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland multichannel workforce management

eCornell Videos: Delivering Consistent Service

Brad Cleveland

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How Will the Internet of Things Affect Customer Service?

Brad Cleveland

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Measuring Social Interactions

Brad Cleveland

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Measuring Social Interactions

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Social Media Videos Customer service statistics multichannel

Improving the Accuracy of Schedules

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland scheduling workforce management

Staffing for Mobile

Brad Cleveland

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