Eptica

NOVEMBER 23, 2016

Date: Wednesday, November 23, 2016 Why you need to take a customer-centric view of digital transformation. Published on: November 23, 2016. Share this page on: Tweet.

Customer centricity 73

Customer centricity Multichannel Technology Customer Experience 73

JustCall

JANUARY 17, 2023

‘Omnichannel’ and ‘multichannel’ are more than just fancy words – they’re powerful approaches that can help businesses to take their marketing strategies to the next level. In this article, we’ll be exploring the differences between Omnichannel and Multichannel and their appropriate use cases.

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Multichannel Advertising Customer centricity Sales 52

Calabrio

MARCH 4, 2025

Thats why, to offer customer experience excellence across all these touchpoints, the key word is not multichannel but omnichannel. And why is it so critical to customer service and the all-important hub that is the omnichannel contact center? Multichannel offers multiple paths; omnichannel offers a seamless journey.

Contact Center 52

Contact Center Contact center software Multichannel APIs 52

SharpenCX

JULY 28, 2020

Consumer savviness has driven companies to become more customer-centric. Customers want their needs recognized, immediately, and via the most convenient communication channels. Let’s dig into the details of omnichannel customer service and highlight three tips to implement your strategy for best results.

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Multichannel Best practices Customer Experience Customer Service 76

Customer Interactions

AUGUST 3, 2016

According to a recent report from MyCustomer, “The 10 Marketing Priorities of Customer-Centric Brands: Insight Report 2016,” multichannel customer engagement—customer journeys that span mobile, voice call, web-based, in-person and other interactions—is no longer the exception, but a “new normal” for today’s customer experience.

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Multichannel Customer Experience Customer centricity Personalization 42

Hodusoft

JANUARY 30, 2025

In todays fast-paced, customer-centric world, consumers expect effortless interactions whether theyre reaching out via voice, email, chat, social media, or SMS. Importance of Unified Customer Experience and Why Omnichannel is the Right Solution? How Omnichannel is Different from Multichannel Contact Centers?

contact center solutions 52

contact center solutions Contact Center Contact center software Multichannel 52

JivoChat

MARCH 21, 2021

Customer centric selling focuses on serving your customer’s needs at every step of the sales process. A Salesforce State of the Connected Customer Report found that 80% of customers say that the experience a company provides is just as important as the products and services it sells. Source: [link].

Customer centricity 52

Customer centricity Sales Multichannel Scripts 52

TechSee

APRIL 10, 2018

Driven by a need to improve the ever-evolving customer experience at scale, the customer care industry is rapidly moving to more digital, multichannel, self service first, automated service practices. Embracing technology provides BPO with the opportunity to own the automated self service part of the process.

Call Center 139

Call Center Technology outsourcing Self service 139

Eptica

OCTOBER 16, 2015

Financial services organizations topped the charts, echoing the results of the 2015 Eptica UK Multichannel Customer Experience Study , where banks scored highest for web service. Be customer-centric Put your customers first at all times. Pay-TV companies and ISPs were the lowest ranked sector.

Customer Experience 75

Customer Experience Multichannel Banking Customer centricity 75

VocalCom

APRIL 23, 2018

A customer-centric approach is more than just delivering good products and services. To offer the best experiences that win loyalty, your brand must consider each step of the sales journey from the customer’s point of view. Here are six steps for building a customer-centric brand. Define your company values.

Customer centricity 48

Customer centricity Contact center software Interactive Voice Response Contact Center 48

VocalCom

FEBRUARY 11, 2019

When customer centricity first became a hot topic, many companies interpreted the concept to mean putting customers’ needs first. Creating a customer-centric experience is not the sole responsibility of your service agents. Here are five ways to create a customer-centric brand culture.

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Customer centricity Contact center software Average Handle Time Feedback 48

VocalCom

AUGUST 12, 2019

Technologies such as Vocalcom’s predictive behavioral routing—powered by artificial intelligence—ensures that customers are matched with agents who share a common communication style and personality while possessing the right skills for meeting that customer’s needs. Educate and motivate your staff.

Customer centricity 48

Customer centricity Interactive Voice Response Contact center software Journey mapping 48

COPC

JUNE 24, 2024

Well-implemented SSTs can significantly enhance customer experiences and reduce the need for multichannel interactions. Bridging the Gap Businesses urgently need to reassess and streamline their customer service processes.

Customer Experience 76

Customer Experience Multichannel Self service Telecommunications 76

Eptica

SEPTEMBER 28, 2015

Author: Pauline Ashenden In the past contact centers were often viewed as a cost cente r, meaning that the primary goal of companies was to run them as efficiently as possible while still responding to customers competently. As companies are becoming more customer-centric, this is approach is changing. Share this page on: Tweet.

Contact Center 81

Contact Center Multichannel Customer centricity Abandon rate 81

ProProfs Blog

AUGUST 19, 2020

Before we jump into anything else, let us first explore the definition of customer service standards. Such service standards can help you establish a business culture around ‘customer-centricity,’ and they often act as holy guidelines for your customer service representatives.

Customer Service 158

Customer Service Airlines Customer centricity Multichannel 158

NobelBiz

APRIL 2, 2024

They serve as centralized hubs for managing multichannel interactions, voice calls, emails, chats, social media, and more. With a focus on innovation and customer-centricity, Nobelbiz empowers businesses to deliver exceptional experiences to their customers while driving operational excellence.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

Eptica

SEPTEMBER 3, 2015

Some companies have created the role of Chief Customer Officer , a senior executive that sits on the board, working independently of other departments to ensure the whole organization is focused around customer-centric strategies. Encouraging your CEO to put in a shift in the contact center might well be a good place to start!

Contact Center 68

Contact Center Chief Customer Officer Multichannel Customer centricity 68

Pointillist

MAY 23, 2018

How to Improve Customer Experience Using Journey Analytics. How to Create a Single Customer View to Deliver Better Customer Experience. Your Needs: Transform an organization to become more customer-centric. Communicate and align the organization around a customer-centric model. Journey Mapping.

Analytics 90

Analytics Journey mapping Multichannel Customer centricity 90

Upstream Works

DECEMBER 16, 2020

Customer experience then becomes a core strategic focus for businesses. Research from McKinsey shows that becoming more customer-centric can lead to improvements of 20-30% in customer satisfaction. However, it is not enough to only focus on the customer experience. Providing great CX requires more.

Journey mapping 78

Journey mapping Multichannel Contact Center Self service 78

Eptica

OCTOBER 21, 2015

Additionally, they should make sure they are taking a customer-centric view of service, grouping together interactions from the same consumer so that they can be dealt with effectively in one go, even if they span multiple channels. Share this page on: Tweet.

Multichannel 74

Multichannel Self service Contact Center Morale 74

GetFeedback

SEPTEMBER 5, 2018

Successful brands are always looking at creative, new ways to engage with their customers. One of these methods was the multichannel approach , which helped create seamless customer touchpoints that connected with customers on their preferred channel. It maximizes efficiency.

Multichannel 60

Multichannel Feedback Customer centricity Accountability 60

Fonolo

MARCH 19, 2019

The good news is that a strong customer service strategy can easily help set utility companies apart. Allowing customers to easily make changes to their memberships, implementing 24/7 access to multichannel support, and implementing call-back technology can have a positive impact on customer satisfaction levels.

Technology 106

Technology Customer Service Multichannel Healthcare 106

TechSee

OCTOBER 29, 2019

Steps toward continuous improvement can be achieved by creating a broad knowledge base from the right blend of synthetic data, agent expertise and existing resources provided by customers, such as when they describe issues and experiences on the company’s social media channels. Any winning self-service strategy must be customer-centric.

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Self service Enterprise Multichannel Customer effort 95

ProProfs Blog

MARCH 1, 2019

Check out her insights into customer support. How to create a customer-centric business? When a business is customer-centric, it implies the customer is at the heart of everything the company does. Decisions are made with the customer’s best interests in mind. How will this impact the customer?

Journey mapping 60

Journey mapping Customer Service Customer centricity Multichannel 60

SharpenCX

JUNE 30, 2021

And if you don’t, you risk jeopardizing your customer’s entire experience. Read Next] What to do when your multichannel experience comes at the expense of agents. Agents who have a holistic view of customer interactions can resolve problems faster and more effectively. Multichannel isn’t omnichannel.

Customer Experience 76

Customer Experience Multichannel Customer retention Customer centricity 76

Callminer

FEBRUARY 21, 2018

Jonathon is a sought-after public speaker and regularly speaks about customer success, customer-centric user experiences and cloud technologies throughout North America. Despite what you might assume, most contact centre QA tools are not multichannel…”. The number one mistake is…”.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

Anexa BPO

OCTOBER 11, 2022

One of the challenges that many B2B companies face is that they tend to treat “channels” as silos (“multichannel”), instead of an interconnected set of tools that are available to their customer at any point of the customer journey (“omnichannel”).

B2B 52

B2B Multichannel Business Process Outsourcing outsourcing 52

Tethr

SEPTEMBER 1, 2020

The genuine voice of your customers should be the center of your strategy. Effective VoC programs take multichannel feedback and transform it into meaningful improvements that enhance the customer experience. In turn, customers sit at the center of product development, exactly where they belong.

Multichannel 63

Multichannel Customer centricity Enterprise Feedback 63

Interactions

APRIL 19, 2024

At the heart of every customer-centric business lies the quintessential question: “How can we improve and optimize the customer experience?” CX Investment Drivers: Turns out, the holy grail of CX investment motivation, according to 68% of you, is improving customer satisfaction.

Customer Experience 62

Customer Experience Multichannel Contact Center Customer centricity 62

Eptica

OCTOBER 9, 2019

This covers understanding and providing the service and experience that consumers and society demand , and can only come from all staff working together, across departments, in a customer-centric culture. You might also be interested in these posts: Could you be doing more to understand your customers?

Customer Service 60

Customer Service Customer centricity Multichannel Contact Center 60

Upstream Works

NOVEMBER 24, 2021

Not only must agents manage multichannel communication with individual customers in real time, but they’re often managing multiple customers concurrently. When call center agents use these channels for CX, there are many triggers and prompts for customers to rate their experience. Provide a Unified Desktop.

Brand ambassadors 78

Brand ambassadors Contact Center Multichannel Call Center 78

Eptica

DECEMBER 1, 2015

These companies, who typically have between 100-999 employees, tend to have fewer resources to dedicate to implementing new systems and may not have the experience of deploying major new customer service or Customer Relationship Management (CRM) software. Given these challenges, how are they coping with becoming more customer centric?

Multichannel 49

Multichannel Customer Service CRM Automotive 49

COPC

OCTOBER 27, 2017

The final (and most important) step in taking a customer-centric approach to channel strategy is identifying the gaps and taking corrective action. We hope you enjoyed this four-part blog series on taking a customer-centric approach to channel strategy. Part 4: Have we identified the gaps and taken corrective action?

Customer centricity 40

Customer centricity Technical Support Surveys Multichannel 40

COPC

OCTOBER 23, 2017

Part 1: What channels do we offer, and what are our customers using? The first step in taking a strategic, customer-centric approach to contact channel offering is to quantitatively assess which channels are currently offered and how customers are utilizing those channels.

Customer centricity 40

Customer centricity Technical Support Multichannel Customer Experience 40

Vonage

MARCH 26, 2018

Create a customer-focused vision statement Defining your customer service principles in a vision statement provides a strategic reference point. The easiest way to create a customer-centric vision statement is by focusing on key expectations identified in your customer profiles. Offer support via social media J.D.

Personalization 58

Personalization Interactive Voice Response Customer Experience CRM 58

Upstream Works

NOVEMBER 4, 2021

The first step towards omnichannel is to understand how it’s different from having multichannel capabilities. This is compared to 33% for companies with weaker omnichannel CX strategies. Learn more about our omnichannel contact center solutions here.

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Contact Center contact center solutions Call Center Multichannel 78