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Category Archives: Multi-channel Customer Contact
It’s Time to Take Multi-Channel Technology Seriously
Multi-channel customer contact is not an option for today’s contact centers; it’s a necessity. Phone calls may still rule, but the alternatives to real-time voice are too numerous and significant to ignore or treat as second class. Most centers handle … Continue reading
What’s On Your Radar for 2012?
With no shortage of projects vying for your attention, I thought I’d sift through the noise and highlight four areas that merit serious consideration in the New Year. Multimedia Routing and Reporting: For over 10 years, we’ve been talking about … Continue reading
7 Keys to Effective Multichannel Customer Contact Governance
Multichannel customer contact is a fact of life. Unfortunately, so are organizational silos and divided ownership of the media that your customers use, or want to use. In an increasingly complex customer interaction environment, there’s no time like the present … Continue reading
Enabling Technology for Multi-channel Customer Contact
In a world of expanding customer contact channels and the departmental silos that go with them, is it possible to optimize the customer experience and deliver on business objectives? The answer can be a resounding “YES!” given a carefully constructed … Continue reading
Selection Criteria for Cross-channel Analytics
If there was Pulitzer prize for achievement in ambiguous terminology, contact center “analytics” would certainly be in the running. Seemingly every vendor has a solution – e.g., speech analytics, data analytics, text analytics, performance analytics, customer experience analytics – with … Continue reading
Use Social Media to Empower Customers and Employees to Help Themselves
In the traditional model of customer support, the contact center and the company’s array of self-service venues are the central means through which customers ask questions, obtain information, provide feedback, and/or resolve issues. This model assumes that the company has … Continue reading
Self-Service for Tech-Savvy Consumers
If you think self-service is old news, think again. A new generation of tech-savvy consumers has entered the fray with decidedly different notions about what constitutes effective communication. Mobile trumps land-line and full-screen. Text messaging trumps voice. Event-triggered notices trump … Continue reading
5 Things We Learned from our Multi-channel Customer Contact Survey
Have you ever wondered: With all the hype around Web 2.0, mobile apps, social media, and the like, what are call centers really doing about multi-channel customer contact? In conjunction with Contact Center Pipeline (CCP), we asked contact center professionals … Continue reading
Multi-channel Communication: A Rose by Any Other Name…
“Multi-channel communication” is the 21st century version of multimedia communication for the contact center. Or is it? In fact, I think it is a potentially confusing term depending on who the audience is and their perspective. According to dictionary.com, the … Continue reading