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Engaged Contact Center Employees Equal Happy Customers

Engaged Employees = Happy Customers

Employee engagement is more than just a buzzword. Successful customer service organizations create a culture that encourages it. Engaged employees are more enthusiastic about...
Talk is Cheap - Or is it?

Talk Is Cheap… Or Is It?

Generally speaking, the idiom “talk is cheap” is understood to mean that it is easier for folks to say what they will do rather...
WFM - Workforce Management in an Omnichannel Contact Center World

WFM in an Omnichannel World

In spite of the fact that nearly every “call center” is now a “contact center,” we observe little substance to the discussion—much less action—around...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in May

Our top 5 most-read posts in May offer valuable insights, recommendations and tips on managing contact center people, processes and technology. Dive in to...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: Evolving Beyond Automated Alerts

Mention the word texting in a B-to-C context, and most people think of automated alerts. Some text alerts allow for a basic level of...
Video Chat for Customer Service in the Contact Center

More Video Chat Considerations

Turning on the camera in the contact center creates a substantial number of questions for management to consider. Yesterday’s post looked at some of...
Video Chat for Customer Service in the Contact Center

Video in the Contact Center

I am not one that jumps on the bandwagon every time something new comes down the pike. Given that, my take on video chat—that...
Omnichannel: Tracking the Customer Experience

Omnichannel: Tracking the Customer Experience

So far, in our omnichannel series, we looked at the top challenges that contact centers face when transitioning their strategy from multichannel to omnichannel,...
Omnichannel Strategy: How to Identify and Prioritize Customer Channels

Omnichannel Strategy: How to Identify and Prioritize Customer Channels

Last month, we shared insights from industry solutions providers about the top challenges that contact centers face when transitioning their strategy from multichannel to...
First Steps on the Contact Center Omnichannel Journey

First Steps on the Omnichannel Journey

In an earlier post, we shared some of the top challenges that contact centers face when transitioning from a multichannel approach to an omnichannel...
Evolving from multi- to omnichannel call centers

Top Challenges When Evolving from Multi- to Omnichannel

While many organizations are currently providing multichannel customer service, few as yet have evolved their strategy and systems to deliver a true omnichannel customer...
the mobile experience convenience

The Mobile Experience 
Is About Convenience

Consumers are starting to spend almost as much time using their smartphones and tablets as they spend watching television (127 minutes per day vs....