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

Building Brand Engagement with Multichannel Services

Brad Cleveland

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

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

The Psychology of Customer Support: Why People Love Live Chat 

UJET

Customer Experience Multichannel Support

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

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

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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

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?

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?

6 Benefits of Identifying Recurring Customer Issues

VocalCom

Customer Experience Call center Contact Center contact center software Conversational Commerce CRM Customer loyalty Customer satisfaction Customer Service Effortless Facebook messenger FCR First contact resolution KPI Messaging apps Multichannel Omnichannel Salesforce Text messaging Twitter ZendeskAnalytics enable brands to learn key information about customers.

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

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

5 Essential Rules for Omnichannel Success

VocalCom

Omnichannel Customer Journey Call center Contact Center contact center software CRM Customer Experience Customer Service Facebook FCR First contact resolution Multichannel Omnichannel Salesforce Social Text messaging Twitter ZendeskWhen “omnichannel” first became a customer service buzzword a few years ago, many brands rushed to offer service on more channels. However, as every successful company would acknowledge, merely adding new channels is not enough to satisfy customers.

5 Ways to Build Customer Trust

VocalCom

Digital Customer Engagement Call center Cloud Contact Center contact center software Customer Experience Customer Service Effortless Multichannel Omnichannel Self-Service Visual IVR ZendeskMany companies strive to make their customers’ lives easier through digital engagement. While customers may enjoy faster and more personalized service, their experiences are hardly stress-free. Making purchases online comes with risks, and companies that fail to protect their customers lose trust.

6 Ways to Foster Customer Loyalty

VocalCom

Customer Service Call center Contact Center contact center software Customer Experience Customer loyalty Customer satisfaction Facebook Multichannel Omnichannel Social Surveys Twitter ZendeskWhat makes customers loyal? Some companies may feel that achieving customer satisfaction through good service is enough. However, simply meeting customer expectations does not win loyalty these days, as many consumers leave average brands in search of companies that better meet their needs.

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.

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.

A Glance into the Call Center Crystal Ball

Revation Systems

A recent Global State of Multichannel Customer Service Report issued by Microsoft states that 60 percent of consumers have higher expectations for customer service now than they did just one year ago. As reported by ICMI , 86 percent of contact centers now offer multichannel support.

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 to Optimize Self-Service Practices

VocalCom

Customer Experience Call center Cloud Contact Center contact center software Customer feedback Customer Service Effortless Email Mobile Multichannel Omnichannel Self-Service Surveys Text messaging Twitter Visual IVR ZendeskAt one time, self-service meant forcing customers to perform tasks on their own without the information and support they needed. From banking to booking reservations, people were easily frustrated by complex processes and a lack of reliable human assistance.

Engaging Customers Through Video: 5 Essential Tips

VocalCom

Omnichannel Customer Journey Call center Cloud Contact Center contact center software Customer engagement Customer Experience Customer Service Facebook Multichannel Omnichannel Social Twitter ZendeskVideo has been a popular medium for ages, but never has it shown as much potential for business as it does today. Given that many people watch online videos for entertainment, brands that deliver meaningful video content in a fun way ultimately engage both current and potential customers.

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).

4 Ways to Reduce Call Volume with SMS

West

Interactive Services Proactive Notifications & Mobility automation call channel chat choice customer experience management message messaging multichannel phone preference proactive reduce SMS texting volume whitepaper

6 Key Trends Shaping Social Customer Service

VocalCom

Conversational commerce Call center Cloud Contact Center contact center software Customer Experience Customer loyalty Customer satisfaction Customer Service Effortless Facebook Mobile Multichannel Omnichannel Social Text messaging Twitter ZendeskAs social media use continues to grow, customers demand greater brand engagement on these channels.

How to Empower Contact Center Agents

VocalCom

Customer Experience Call center Cloud Contact Center contact center software CRM Customer Service Multichannel Omnichannel Salesforce Visual IVR ZendeskThe contact center is, without question, an intense environment. To keep agents organized and focused, managers may present them with a rigid protocol. However, good management is only part of ensuring agent success. Agent empowerment is equally essential, and that means giving agents a voice when establishing contact center practices.

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 Tips for Effective Customer Service Communications

VocalCom

Customer Service Call center Cloud Contact Center contact center software Customer Experience Multichannel Omnichannel ZendeskEvery solid business relationship begins with good communication. When your customers engage with your brand, they may be looking for quick answers. However, on a deeper level, they are also seeking reasons to trust you. Does your company care about them as individuals? Do you value their time?