Posts tagged ‘Multichannel’
Our team has just returned from last week’s Frost & Sullivan 9th Annual Customer Contact 2013, East: A Frost & Sullivan Executive MindXchange in Marco Island, Florida. In addition to meeting and networking with amazing leaders in the customer service and customer care industry, they also had the opportunity to participate in a multitude of thought-provoking sessions and discussions. Our team came away with so many exciting ideas to share; here are just a few of our key takeaways:
1. Agent Experience – Is it more valuable to provide agents with coaching focused on scoring systems or on making them better, taking advantage of agents unique skill sets?
2. Creating Customer Delight – It takes only seconds to create customer delight and positive memorable experiences.
3. Big Data – Understanding and using the enormous volume of data available today to create customized experiences that exceed expectations.
WINNIPEG, Manitoba. March 27, 2013 – Matt Cockell, Senior Vice President of Sales and Marketing at 24-7 Intouch, will be leading a Fireside Chat Breakout Session at the 9th Annual Customer Contact 2013, East: A Frost & Sullivan Executive MindXchange. The event takes place April 14-17, 2013 at the Marriott Marco Island Beach Resort in Marco Island, Florida. More…
Digital communication is changing consumer spending habits and online behavior. Leveraging the Voice of the Customer in these channels is the best way to ensure that you have a consistent and efficient engagement strategy. The increased interactions from a multichannel communication strategy will fuel your data, analysis and decision making.
Consumers are becoming more opinionated when it comes to their online expectations, and they’re quick to abandon your website if their experience is not up to par. Providing digital channels to the right customer, at the right time, also means giving your customers the luxury of communicating with your brand in their preferred medium. More…
Finding the correct balance in your complete customer care strategy, that delivers both customer experience and ROI, can often be difficult. In order to manage the constant evolution of customer care in a multi-technological, multichannel, results driven environment, contacts must be properly assessed, segmented, and analyzed to develop the most appropriate strategy. There are endless approaches, but some common recipes do exist that can be applied or altered to fit many different scenarios. More…
Consumers lead increasingly busier lives with each passing year. Between work, meetings, family, friends, hobbies and socializing (if we’re lucky), balance often seems difficult to maintain. Due to this time constraint, shoppers are utilizing channels that fit into their schedules in the most convenient way possible. In addition to convenience, perception also impacts which channel a customer chooses to reach out to the brands they like. Where one may prefer the telephone, another may love e-mail.
One thing that most customers have in common today is the desire to receive the answers to their questions as quickly as possible, with as little work required. They want things done right the first time and to feel appreciated. Competition is so high amongst businesses, that if a customer does not find what they want with one brand, they will simply move on to the next. Any sort of customer dissatisfaction could have a direct impact on brand loyalty. More…
I recently returned back to work from the Astute Solutions 2012 Customer Conference. After spending a few days with industry experts, I felt it was time to write the second installment of Contact Center Slang.
Here is a list of 10 Commonly Used CRM Slang Words – so you can decipher the code.
CRM – Customer Relationship Management
- This is the tool that your agents use to record all of the contact data.
- Note: With a powerful CRM, you can have multichannel contact types all stored together.
- Refers to the different channels your consumer affairs may deal with; voice, email, chat, letter mail, social media (Twitter, Facebook, Pinterest, blogs, etc.).
- It is important to know if your CRM allows you to be multichannel integrated, or if it simply handles multiple channels.
- Multichannel integrated means that the CRM tool provides data, analysis, and reporting that is integrated using best practices across all channels to optimize them. This reduces your AHT across all channels.
Cantor discusses the importance of integrating live chat as a multi-channel communication strategy and having the right people behind it. Many people choose chat as their preferred method of communicating, so it is important for brands provide them with quality support. More…