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

Trending Sources

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

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

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.

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).

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

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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

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.

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

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

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

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).

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.

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.

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.

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

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Four Best Practices in Mobile Customer Service

Brad Cleveland

Provide communication channel options—give customers choices in … Call Center Contact Center Customer Experience Customer Service Mobile Multi-channel Support customer access customer experience mobile customer service multichannel

Consistency Across Channels: We've Got a Long Way to Go

Brad Cleveland

2% of organizations, as of 2013, had adequate technologies and processes in place to provide a consistent customer experience across … Call Center Contact Center Customer Service Mobile Multi-channel Support Research/Statistics Customer service statistics mobile customer service multichannelA recent report from Gartner highlights the following insights about customer support – one about the past, one about the future.

Achieving A Single Customer View Through Cross-Channel Data Integration

CX Journey

That is the risk we run into with multichannel and cross-channel customer experiences. customer experience data journey map multichannel experience omnichannel voice of customer

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When to Begin Forecasting and Planning Chat

Brad Cleveland

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

Improving the Respondent Experience

CX Journey

Mode Multichannel doesn't just apply to customer interactions; your listening posts (all, not just surveys) should also be multichannel. Image courtesy of Pixabay I originally wrote today's post for CallidusCloudCX. It appeared on their blog on March 24, 2017.

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

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

How Unified Communication is Changing the VoIP Industry

PanTerra

help desk software providers are also starting to embrace multichannel support and add more integrations with VoIP systems. Voice over Internet Protocol (VoIP) has become such a no-brainer for budget, productivity, and usability that it’s nearly ubiquitous in the business world. Telecom companies are hemorrhaging landline users. Experts predict that by the end of next near, only 6 percent of the U.S. population will still be making calls from a landline.

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inContact Recognized as a Leader in Gartner’s 2016 Contact Center as a Service (CCaaS) Magic Quadrant

inContact

Organizations in the leader quadrant have balanced these two important qualities and are described as: “ …those suppliers with a strong multichannel product and service capability that have already.

Your Agents are Not Superheroes! Increase Efficiency by Connecting Data Silos

Aria Solutions

Agent efficiency in the world of multichannel. I am sure you’ve come across several resources that talked about digital channels now dominating over traditional ones. Even though your contact center might still be in the process of deploying or optimizing these channels , customers don’t care. They want their issue addressed now, and they expect you to know everything about their journey, no matter what communication channel they use.

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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.

Why Metrics Aren’t Everything for Delivering Exceptional Customer Service

Return Customer

Walter Lash works for Virtual Hold Technology – A company that offers multichannel callback and virtual queuing solutions to contact centers online. In the last decade, there has been an influx of customer experience platforms that all offer the ability to capture data and give actionable insights to deliver exceptional customer service.