Hodusoft

FEBRUARY 8, 2024

Multi-Channel integration At a time when more and more people are using multiple channels of communication to seek customer support and assistance, it’s prudent to invest in omnichannel (or multi-channel) support.

Contact center software 52

Contact center software Contact Center Multi-channel support Analytics 52

Brad Cleveland Blog

MARCH 31, 2014

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Multi-channel support 20

Multi-channel support Best practices Multichannel Contact Center 20

Brad Cleveland Blog

MARCH 31, 2014

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Multi-channel support 20

Multi-channel support Best practices Multichannel Contact Center 20

Inbenta

FEBRUARY 9, 2021

Multi-channel support: ability to manage requests coming from different sources. Giving the client the option to use a self-service solution and/or be personally guided by the support team is the best way to satisfy everyone’s needs. Workflow automation: the means to automate customer service processes.

Multi-channel support 52

Multi-channel support Multichannel Chatbots Self service 52

Brad Cleveland Blog

JANUARY 6, 2015

The Edge of Service® Newsletter, Issue 11: A Multichannel World 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).

Multichannel 20

Multichannel Contact Center Multi-channel support Call Center 20

Brad Cleveland Blog

JANUARY 6, 2015

The Edge of Service™ Newsletter, Issue 11: A Multichannel World 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).

Multichannel 20

Multichannel Contact Center Multi-channel support Call Center 20

Brad Cleveland Blog

MAY 8, 2015

How many organizations are using various contact channels? Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage in service settings. The questions included both channels supported and the percentage of total contact volume.

Multichannel 20

Multichannel Contact Center Multi-channel support Self service 20

Brad Cleveland Blog

MAY 8, 2015

How many organizations are using various contact channels? Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage in service settings. The questions included both channels supported and the percentage of total contact volume.

Multichannel 20

Multichannel Contact Center Multi-channel support Self service 20

JivoChat

AUGUST 30, 2021

Chaport also comes with custom chatbots and a centralized inbox to power your conversations happening both on your website and over other channels (including social media messaging apps). Key features: Multi-channel support. Custom chatbots for sales and support. Key features: Multichannel web messaging.

Sales 52

Sales Chatbots Multi-channel support CRM 52

ProProfs Blog

JUNE 26, 2020

Multi-Channel Support. Multichannel Customer Support defines the use of multiple support channels such as knowledge base, live chat software, help desk, different social media platforms, email, call, and others to create a good experience for customers. Missed Chat.

Customer Service 179

Customer Service APIs Customer Support Feedback 179

Kayako

JANUARY 5, 2017

According to Forrester Research , “only 36% of contact centers have implemented multichannel integration to provide consistent experiences; 70% do not train agents to support multiple channels, and 56% do not offer an agent-facing knowledge management solution”. Most consumers expect ready access to support or help.

Omni-channel support 38

Omni-channel support Customer Service Customer Experience Multi-channel support 38

Brad Cleveland Blog

JULY 12, 2017

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Multichannel 20

Multichannel Multi-channel support Contact Center Call Center 20

Brad Cleveland Blog

OCTOBER 25, 2016

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Multichannel 20

Multichannel Multi-channel support Self service Call Center 20

Brad Cleveland Blog

OCTOBER 25, 2016

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Multichannel 20

Multichannel Multi-channel support Self service Call Center 20

Brad Cleveland Blog

JANUARY 27, 2015

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Multichannel 20

Multichannel Contact Center Multi-channel support Call Center 20

Brad Cleveland Blog

JANUARY 27, 2015

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Multichannel 20

Multichannel Contact Center Multi-channel support Call Center 20

Netomi

NOVEMBER 8, 2021

Easy to use and “practical,” HappyFox provides multi-channel support for customer requests coming from email, web, phone and social media. Snippets – or reusable answers to most commonly asked questions. Best practical help desk: Happyfox. What makes Happyfox one of the best help desks of 2022?

Chatbots 52

Chatbots Enterprise Self service CRM 52

ProProfs Blog

JULY 29, 2020

This blog lists 8 actionable strategies that will help you make every support call count, right from the first hello to the final goodbye! However, before we explore these strategies, let us first understand what makes phone support ahead in the ‘race of customer support channels’. . Like they say- The more, the merrier.

Call Center 128

Call Center Interactive Voice Response Customer Experience Call flow 128

Brad Cleveland Blog

JANUARY 8, 2020

GM set (and met) two aggressive goals to support their customer-centric vision. GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year.

Customer Care 26

Customer Care Customer centricity Multi-channel support Multichannel 26

Brad Cleveland Blog

JANUARY 8, 2020

GM set (and met) two aggressive goals to support their customer-centric vision. GM recognized that customers are increasingly turning to social channels for customer service, and established a response … Goal 1: Deliver on today’s customer expectations.

Customer Care 26

Customer Care Customer centricity Multi-channel support Customer Service 26

Brad Cleveland Blog

SEPTEMBER 19, 2019

We discussed how channels are likely to be approached in the future. I hope the video helps you consider how to prepare … Continue reading → The post Contact Center Future Shock: Channels May Become Part of Our Past appeared first on Brad Cleveland.

Contact Center 26

Contact Center Coaching Call Center Multi-channel support 26

Brad Cleveland Blog

JUNE 28, 2018

While meeting with Jim Rembach of Call Center Coach at ICMI’s Contact Center Expo in Orlando, we discussed how channels are likely to be approached in the future.

Contact Center 26

Contact Center Coaching Call Center Multi-channel support 26

Brad Cleveland Blog

JANUARY 8, 2020

GM set (and met) two aggressive goals to support their customer-centric vision. GM recognized that customers are increasingly turning to social channels for customer service, and established a response … Goal 1: Deliver on today’s customer expectations.

Customer Care 20

Customer Care Customer centricity Multi-channel support Customer Service 20

Brad Cleveland Blog

FEBRUARY 28, 2017

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?

Multi-channel support 26

Multi-channel support Multichannel Contact Center Call Center 26

Brad Cleveland Blog

OCTOBER 3, 2018

The post Communicating Access Alternatives to Customers appeared first on Brad Cleveland.

Multi-channel support 26

Multi-channel support Multichannel Contact Center Call Center 26

Brad Cleveland Blog

DECEMBER 22, 2015

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).

Telecommunications 26

Telecommunications Customer Service Personalization Multi-channel support 26

Brad Cleveland Blog

FEBRUARY 28, 2017

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?

Government 22

Government Multi-channel support Multichannel Contact Center 22

Brad Cleveland Blog

AUGUST 13, 2015

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.

Contact Center 26

Contact Center Analytics Multi-channel support Multichannel 26

Brad Cleveland Blog

JULY 31, 2015

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. These devices have the ability to sense their environment, … Continue reading → The post How Will the Internet of Things Affect Customer Service?

Wireless 26

Wireless Customer Service Multi-channel support Multichannel 26

Brad Cleveland Blog

OCTOBER 29, 2015

The Edge of Service® Newsletter, Issue 14: Hiring for Service: It’s Time for a Rethink Imagine dropping onto Earth from another planet.

Multi-channel support 26

Multi-channel support Multichannel Contact Center Call Center 26

Brad Cleveland Blog

FEBRUARY 28, 2017

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?

Government 20

Government Multi-channel support Multichannel Contact Center 20

Brad Cleveland Blog

JANUARY 14, 2016

The post 5 Secrets of Accurate Scheduling in Today’s Contact Center appeared first on Brad Cleveland.

Contact Center 26

Contact Center Multi-channel support Multichannel Call Center 26

Brad Cleveland Blog

DECEMBER 15, 2015

The post Encouraging Customers to Use Self-Service Channels appeared first on Brad Cleveland.

Self service 26

Self service Multi-channel support Multichannel Contact Center 26

Brad Cleveland Blog

DECEMBER 22, 2015

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).

Telecommunications 20

Telecommunications Customer Service Personalization Multi-channel support 20

Brad Cleveland Blog

DECEMBER 22, 2015

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).

Telecommunications 20

Telecommunications Customer Service Personalization Multi-channel support 20

Brad Cleveland Blog

SEPTEMBER 19, 2019

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Contact Center 26

Contact Center Multi-channel support Multichannel Call Center 26

Brad Cleveland Blog

OCTOBER 29, 2015

The Edge of Service™ Newsletter, Issue 14: Hiring for Service: It’s Time for a Rethink Imagine dropping onto Earth from another planet. Your task is to explore our economy—jobs, what we produce, and how we hire and train people for those roles. You’re not familiar with precedent, history, or what’s transpired to this point.

Multi-channel support 20

Multi-channel support Multichannel Contact Center Call Center 20