Building Brand Engagement with Multichannel Services

Brad Cleveland

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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

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.

Encouraging Customers to Use Self-Service Channels

Brad Cleveland

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When to Begin Forecasting and Planning Chat

Brad Cleveland

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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.

Measuring Social Interactions

Brad Cleveland

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5 Secrets of Accurate Scheduling in Today’s Contact Center

Brad Cleveland

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Best Practices in Multi-Channel Support

Brad Cleveland

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How Many Concurrent Chat Sessions Should Agents Handle

Brad Cleveland

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Communicating Access Alternatives to Customers

Brad Cleveland

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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?

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.

Developing a Mobile Customer Access Strategy

Brad Cleveland

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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.

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

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).

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.

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.

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.

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

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.

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.

Is Mobile a Channel or a Strategy?

Brad Cleveland

It would be like … Customer Access Strategy Mobile Customer Service mobile customer service multichannelAs with social media, terms related to mobile customer service are quickly evolving, and must be used and interpreted in context. I’m often asked for advice on shaping a “mobile strategy.” ” It’s an important question — but without further definition, can be overly vague. Mobile is a vast and ever-expanding array of platforms, tools and capabilities.

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.

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.

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?

4 Ways to Reduce Call Volume with SMS

West

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6 Mistakes That Harm Your Brand’s Digital Reputation

VocalCom

Digital Customer Engagement Call center Cloud Contact Center contact center software Customer Experience Customer Service Facebook Multichannel Omnichannel Social Twitter ZendeskIn our digital age, the Internet is the doorway to customers. From researching products to reading online reviews, people want to feel confident before making purchases.

5 Reasons Why Email Customer Service Still Matters

VocalCom

Customer Service Call center Chat Cloud Contact Center contact center software Conversational Commerce Customer Experience Email Facebook Facebook messenger Live chat Messaging apps Mobile Multichannel Omnichannel Social Surveys Text messaging Twitter ZendeskCompanies these days feel the pressure to respond quickly to customers.

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.

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.

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.

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.