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

Building Brand Engagement with Multichannel Services

Brad Cleveland

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

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

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.

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

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

Does Your Channel Run In A Silo?

Ian Jacobs

channel partners distribution channels - ISVs OEMs & VARs integrated marketing (cross-channel) multichannel selling strategies partner & affiliate marketing partner relationship management (PRM) alliances channel channel marketing channel sales indirect sales partners

B2B 53

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.

Understanding Contact Drivers

Brad Cleveland

(Note: The following is part of a new eBook from ICMI on contact center metrics, which will be released in October. Check back for announcements on availability.) Executives of a business-to-business company that provides HR and payroll services met to discuss service strategy.

How Will the Internet of Things Impact Contact Centers?

Brad Cleveland

As more smart devices become connected to the Internet, you can expect increasing impact on contact centers—beginning with the amount of data streaming into service operations.

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

So Many Ways to Interact with Customers

Brad Cleveland

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).

The Edge of Service™ Newsletter, Issue 14: Hiring for Service: It’s Time for a Rethink

Brad Cleveland

You simply look around and take … Call Center Contact Center Customer Service Leadership Multi-channel Support Organization and Culture The Edge of Service Brad Cleveland hiring Jon Wolske leadership multichannel zappos

Implementing Video Chat?

Brad Cleveland

Forrester’s Art Schoeller offers … Call Center Contact Center Customer Access Strategy Customer Service Multi-channel Support Research/Statistics Brad Cleveland customer access customer access strategy Forrester Research multichannel video

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.

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.

Home-Connected Devices to See Explosive Growth

Brad Cleveland

Connected-home device shipments comprise about 25% of … Call Center Contact Center Customer Access Strategy Customer Service Multi-channel Support Research/Statistics BI Intelligence Brad Cleveland connected-home devices customer access customer access strategy Internet of Things multichannel

5 Tips for Achieving First Contact Resolution

VocalCom

Customer Service Call center Cloud Contact Center contact center software Customer Experience Customer feedback FCR First contact resolution Multichannel Omnichannel Proactive customer service Surveys ZendeskWhile technology fuels a constant evolution in customer service practices, certain customer priorities do not change: A need for quick and in-depth service. For this reason, first contact resolution, or FCR, remains a critical metric for contact centers to monitor.

5 Ways Personalization Drives Sales Success

VocalCom

Omnichannel Customer Journey Call center Cloud Contact Center contact center software Conversational Commerce Customer Experience Customer loyalty Customer satisfaction Customer Service Facebook messenger Messaging apps Multichannel Omnichannel Text messaging Twitter ZendeskFor many companies, personalization remains a top priority in this new year. Many brands are achieving this goal by offering stronger service and personalized content through artificial intelligence and geolocation.

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).

Is Your Brand Meeting These 6 Customer Expectations?

VocalCom

Customer Experience Call center Chat Cloud Contact Center contact center software Customer loyalty Customer satisfaction Customer Service Effortless Live chat Mobile Multichannel Omnichannel ZendeskYou may think that winning customer loyalty is all about offering the best products and services. While this may have been true in the past, it’s not so simple anymore. Customers today want to feel respected, understood, and excited when they interact with your company.

5 Ways Mobile Drives Customer Loyalty

VocalCom

Conversational commerce Call center Cloud Contact Center contact center software Conversational Commerce Customer engagement Customer Experience Customer loyalty Customer satisfaction Customer Service Facebook Facebook messenger Messaging apps Messenger Mobile Multichannel Omnichannel Text messaging Twitter ZendeskThese days, most companies recognize the importance of mobile optimization for the customer experience.

6 Ways Predictive Dialers Drive Brand Success

VocalCom

Smart Automated Dialer Call center Cloud Contact Center contact center software CRM Customer Experience Customer loyalty Customer satisfaction Customer Service Email Multichannel Omnichannel Predictive dialer Salesforce Text messaging ZendeskIn the contact center, time is everything. Every second wasted results in fewer sales and missed opportunities for delivering great customer service.

How to Optimize Digital Customer Engagement

VocalCom

Digital Customer Engagement Call center Cloud Contact Center contact center software Conversational Commerce Customer engagement Customer Experience Customer loyalty Customer satisfaction Customer Service Effortless Facebook Facebook messenger Messaging apps Mobile Multichannel Omnichannel Self-Service Text messaging Twitter Visual IVR ZendeskIs your company providing a great digital experience? You may think so, but your customers may disagree.

5 Key Benefits of IVR for Customer Service

VocalCom

Cloud Computing Call center Cloud Contact Center contact center software Customer Experience Customer Service Effortless Mobile Multichannel Omnichannel Self-Service Visual IVR ZendeskWhile self-service is key to helping customers find information quickly, IVR is an essential tool for making it happen.

5 Reasons Why Your Customers Want an Omnichannel Experience

VocalCom

Omnichannel Customer Journey Call center Chat Cloud Contact Center contact center software Customer engagement Customer Experience Customer loyalty Customer satisfaction Customer Service Facebook Live chat Mobile Multichannel Omnichannel Social Surveys Text messaging Twitter ZendeskChat, SMS, social media…there are so many channels these days for customer service. But is it really necessary for your brand to use them all? In short, absolutely.

5 Essential Tips for Social Customer Service Communications

VocalCom

Conversational commerce Call center Cloud Contact Center contact center software Customer Experience Customer Service Effortless Facebook Mobile Multichannel Omnichannel Social Twitter ZendeskAs customers continue to seek quick and effortless experiences on the go, social media channels shine as prime platforms for communication.

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

How Will the Internet of Things Affect Customer Service?

Brad Cleveland

As the world becomes increasingly connected, the Internet of Things, or IoT, is becoming more prevalent. IoT refers to the connection of wireless devices to the Internet and to each other.

Improve the Omnichannel Experience, Reduce Customer Effort

CX Journey

Don't confuse that with multichannel or any of the other "xx-channel" terms. Let's start with defining multichannel versus omnichannel. Multichannel does not refer to a consistent, seamless experience across channels.

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?

Forecasting and Staffing for New Channels

Brad Cleveland

In this example, the organization handles interactions as … Call Center Contact Center Customer Service Mobile Multi-channel Support Workforce Management mobile customer service multichannel workforce managementAs mobile and social open up new channels and new types of contacts, it’s critical to forecast and staff for evolving workloads. Mobile and social impact staffing resources, and different types of interactions each require a specific approach to resource planning.

Top 7 Customer Engagement Trends in 2018

VocalCom

Digital Customer Engagement Call center Cloud Contact Center contact center software Conversational Commerce Customer engagement Customer Experience Customer Service Facebook Facebook messenger FCR First contact resolution Messaging apps Messenger Mobile Multichannel Omnichannel Proactive customer service Text messaging Twitter ZendeskWith the start of a new year, you might wonder how customer engagement will change.

The Cloud in 2016: What’s Driving Adoption Now

inContact

Advantages of the Cloud Best Practices Contact Center Management Customer Experience Events General Trends & Insights Using the inContact Platform Call Center Best Practices CEU Cloud Cloud Advantages inContact Multichannel Voice of the Customer WFO

APIs 25

The Importance of Communication to the Omnichannel Experience

CX Journey

The difference here is that a true omnichannel experience is interconnected and seamless throughout the entire customer journey, whereas multichannel simply means you have multiple customer touchpoints but fail to connect data across channels to enhance the experience.

4 Ways to Reduce Call Volume with SMS

West

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