Volume Reduction Is a Multichannel Opportunity

Contact Center Pipeline

Our annual challenges and priorities survey, as well as our project experience, show that high attrition, absence and adherence issues, and the uphill battle to gain budget approval for additional staff remain pain points for many centers. While technology is not a “white knight” riding in to solve the staffing problems, I’m willing to bet […]. Technology call center chatbots contact center IVR self-service proactive outbound text chat understaffing

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

Customer Service: The Difference Between Omnichannel and Multichannel Experiences

Transparent BPO

Which experience does your call center offer customers, omnichannel or multichannel? Customer Service call center call center technology multichannel omnichannelDo you know the difference?

Building Brand Engagement with Multichannel Services

Brad Cleveland

Study: The Health of the Contact Center

always-on, multichannel world, brands must address these issues or they risk losing employees and customers. 1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the.

Contact Centers Evolve from Multichannel to Omnichannel to Unified Commerce

Global Response

Modern commerce in the contact center has transitioned through Multichannel into Omnichannel, beginning its evolution from siloed sales channels to a total re-architecting of the customer relationship on the backdrop of an more. The post Contact Centers Evolve from Multichannel to Omnichannel to Unified Commerce appeared first on Global Response. Best Practices ECommerce Support Multichannel Omnichannel Unified Commerce

Study Highlights Multichannel Practices

Brad Cleveland

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: Customer Access Strategy customer access strategy Customer service statistics multichannel

Driving Effective Consumer Consent Management in a Multichannel Environment: Part 3

LiveVox

A Consent-based Approach to Multichannel Engagement Workflows with Cloud Multichannel is not a new concept, as some of you may be reading this on your mobile phones know, and the pressure continues to mount on contact centers to evolve. Multichannel Risk Mitigation

Multichannel Contact Centers, by the Numbers

Brad Cleveland

Here’s a summary of the findings: Call Center Contact Center Customer Access Strategy Customer Service Mobile Multi-channel Support Research/Statistics Self-service Social Media Brad Cleveland customer access strategy Customer service statistics ICMI LiveOps mobile customer service multichannel

3 reasons consumer electronics need multichannel support

Knoah

Multichannel customer support and consumer electronics go hand in hand. In a world driven by consumers who use multiple devices and channels throughout their shopper journeys, multichannel experiences are the name of the game.

5 Secrets of Accurate Scheduling in a Multichannel Contact Center

Brad Cleveland

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

Multichannel: The Future Of The Call Centre

Salmat

Budgetary constraints are among the top three most significant challenges contact centres face in today's evolving business landscape

Driving Effective Consumer Consent Management in a Multichannel Environment: Part 1

LiveVox

Today a multichannel engagement strategy is becoming increasingly important to reach consumers more efficiently. With rising expectations from hyper-connected consumers, a multichannel engagement strategy helps contact centers reach consumers via their channel of choice. In this post, we will address one of the integral pieces of a multichannel outreach strategy – consumer consent —which is. Multichannel Risk Mitigation Channel of Choice Consumer Consent Management

The Edge of Service™ Newsletter, Issue 11: A Multichannel World

Brad Cleveland

The Edge of Service™ Newsletter, Issue 11: A Multichannel World If you were to walk into an Amazon.com customer contact center, you’d see desks turned sideways so that Fire tablet support agents have a neutral background for video calls (one-way, agent-to-customer).

Driving Effective Consumer Consent Management in a Multichannel Environment: Part 2

LiveVox

In the first post of this three-part series, we covered why managing consumer consent is important in a multichannel environment. The post Driving Effective Consumer Consent Management in a Multichannel Environment: Part 2 appeared first on Livevox. Multichannel Risk Mitigation Channel of Choice Consent ManagementWith this second entry, we’ll look at the four components that make up an effective consent management strategy.

LiveVox CEO Discusses Leveraging Multichannel Consent to Drive Digital Engagement at insideARM’S 2018 First Party Summit

LiveVox

LiveVox CEO, Louis Summe, will discuss how Cloud is empowering contact center agents to manage multichannel consent and accelerate digital strategies Other new innovations highlighted by LiveVox at the event include integrated Chatbots and Pro-active Blacklist management The session will take place at insideARM’s 2018 First Party Summit on Wednesday, June 6th at. Contact Manager Email Multichannel Risk Mitigation

The Psychology of Customer Support: Why People Love Live Chat 

UJET

Customer Experience Multichannel Support

 “It’s Complicated” (But Aspect has an answer to multichannel forecasting)

Aspect

So how does this to work in a multichannel world? In March of this year, Aspect was awarded a patent for a Workforce Management Multichannel Scheduling System. With Aspect’s Multichannel Scheduling System, maybe multichannel forecasting won’t be so complicated after all.

10 chat support job responsibilities: what you need to know about providing live chat support to your customers

UJET

Customer Experience Multichannel Support Live Chat Customer SupportIt's Friday. You're queuing up emails for next week's big product announcement when all of a sudden your email service stops working.

3 Mistakes Contact Centers Are Making That Turn Away Millennial Customers

Contact Center Pipeline

Customer Engagement call center contact center customer engagement customer journey millennials multichannel managementWhen it comes to brands, millennials are not lacking for options.

Streamlining your CRM will please your customers—and your agents

UJET

UJET Customer Experience Multichannel Support“Hold on just one moment,” the customer service agent says.

CRM 48

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

Engaged Employees = Happy Customers

Contact Center Pipeline

Workforce Management agent empowerment call center Collaboration contact center employee engagement multichannel WFM workforce managementEmployee engagement is more than just a buzzword. Successful customer service organizations create a culture that encourages it.

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

5 Ways to Empower Contact Center Agents in a Digital Environment

LiveVox

Efficiency MultichannelIn an era of rapid digital innovation such as chatbots/AI, the role of a contact center agent has become more important than ever. In this blog, we’ll explore the impact of new channels on contact center agents and five features that can help them adapt.

Issue complexity and urgency: Finding the right support channel matters

UJET

Customer Experience Multichannel Support Customer SupportWhen customers contact your team, they're looking for solutions. Providing those solutions is the basis of a good customer experience.

Encouraging Customers to Use Self-Service Channels

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Service Multi-channel Support Self-service Videos Brad Cleveland customer access customer access strategy multichannel self-service

When to Begin Forecasting and Planning Chat

Brad Cleveland

Call Center Contact Center Customer Service Videos Workforce Management multichannel workforce management

Measuring Social Interactions

Brad Cleveland

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

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

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

How Many Concurrent Chat Sessions Should Agents Handle

Brad Cleveland

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

Communicating Access Alternatives to Customers

Brad Cleveland

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

Staffing for Mobile

Brad Cleveland

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

Brad Cleveland

The Edge of Service™ Newsletter, Issue 20: TEDx: Thriving in an Always-On World Being always connected…is it a blessing or a curse? Are we in charge, or are we slaves to our smartphones?

3 Ways the Best Brands Do Omnichannel Right

360Connext

It blasted into our vocabulary a few years ago, shoving out multichannel as the preferred ubiquitous business speak of our time. Blog Customer Experience Featured ecommerce linkedin loyalty multichannel omnichannel retail SaaSHave you had enough of the term omnichannel?

SaaS 82

Are You Ready for the Future of Customer Service?

BlueOcean - Customer Service Blog

Artificial Intelligence Contact Center Technology Customer Service Outsourcing Kim Campbell Multichannel Customer ServiceDid you know that 32% of customers worldwide will quit doing business with a brand – even if they love it – because of just one bad experience?

5 Qualities of an Exceptional Contact Center

VocalCom

Omnichannel Customer Journey Call center Chat Contact Center contact center software CRM Customer Experience Customer loyalty Customer satisfaction Customer Service Effortless Facebook FCR First contact resolution Live chat Multichannel Omnichannel Salesforce Social Surveys Twitter ZendeskA contact center is the backbone of a company’s customer service department.

4 Reasons Customers Want to Speak to Your Brand

VocalCom

Customer Service Call center Contact Center contact center software Customer Experience Multichannel Omnichannel ZendeskCustomers have so many ways to engage with brands these days. But which channels really serve them best? The answer depends on many factors, from a customer’s profile to his immediate needs. While you might think that digital channels are ideal for providing faster service, there’s good reason to believe that the traditional voice channel is as vital as ever.

5 Ways to Optimize Live Chat

VocalCom

Omnichannel Customer Journey Call center Chat Contact Center contact center software Conversational Commerce Customer Experience Customer loyalty Customer satisfaction Customer Service Facebook messenger Live chat Messaging apps Multichannel Omnichannel Proactive customer service Text messaging Twitter ZendeskLive chat has long been an ideal channel for offering proactive customer service.

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

The High Rise of Unified Communications (UC)

Revation Systems

Unified Communications: The Foundation of Multichannel Communication. Blog IoT mobile consumers multichannel communication UC Solutions unified communications

Predict why customers engage? It’s no fantasy

Nuance

Customer experience Artificial Intelligence big data call center call deflection customer satisfaction customer service IVR multichannel customer service omnichannel customer service prediction web customer serviceFootball is back and that means fantasy football leagues are in full swing.