Latest Contact Center Best Practices

Sep 30

[Infographic] Overcoming the Challenges of Multichannel Customer Care

Posted by Rachel Brink on Sep 30, 2016 9:12:31 AM

When considering the fact that over seventy-five percent of consumers want to use three or more channels when communicating with an organization, it quickly becomes clear that multichannel customer care is no longer simply a means of competitive differentiation for businesses—it is an absolute necessity. Playing a significant role in both customer satisfaction and retention, multichannel is paving the way for the future of customer service. But as channels and data continue to grow, organizations are facing challenges delivering on the expectations of their customers. In fact, only 11% of consumers strongly agree that companies are effectively converging digital, mobile, social, and traditional channels. How can businesses overcome the challenges of multichannel customer care? Check-out our recent infographic for tips and best practices!

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Topics: customer service, contact center, multichannel, multichannel customer care, multichannel customer service

Jul 08

Why Your Company Should Be Providing Multichannel Customer Service

Posted by Rachel Brink on Jul 8, 2016 9:20:56 AM
why-your-company-should-be-providing-multichannel-customer-service-2.jpg

In today’s digital age, customers are contacting businesses from a variety of different touch points—phone, email, text, chat, Facebook, Twitter—and they expect to be delighted with exceptional service on each. In fact by 2020, the demand for omnichannel customer experience will be amplified by the need for nearly perfect execution. And for businesses, it has its benefits—those companies with extremely strong omnichannel customer engagement retain on average 89% of their customers, compared to only 33% for those with weak omnichannel engagement. Yet still, only 11% of consumers strongly agree that companies are effectively converging digital, mobile, social, and traditional channels.

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Topics: customer service, multichannel

Apr 08

Is the call center agent doomed for extinction?

Posted by Rachel Brink on Apr 8, 2016 9:10:25 AM

By 2020, the customer is expected to manage 85% of their relationships with a business without interacting with a human—something that should come as no surprise when considering the rising popularity of self-service channels across the web, mobile apps, and voice (IVR). As a matter of fact, Forrester recently conducted a survey, which revealed that web self-service (through online knowledge bases) is now the most commonly used communication channel for customer service, the first and only channel to exceed voice in history. And as mobile device adoption continues to expand and consumers increasingly demand fast and effortless engagement with the businesses serving them, many have been left wondering—will alternative touch points soon cause the call center agent to become non-existent?

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Topics: call center, self-service, call center agent, multichannel