• Omnichannel Drives Seamless Customer Experience

    In 2015, it was often debated whether “multichannel” and “omnichannel” were simply terms to be used interchangeably–a mere way of saying that a brand offered multiple channels of contact for their customers. Yet many argued that the differences, while subtle, are nonetheless critical to the customer experience approach. While multichannel does infer a brand presence across multiple channels, omnichannel...

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  • Robotic Process Automation and the Contact Centre

    I attended a very interesting “round table” lunch recently hosted by Teleperformance. It was titled RPA and Making Customer Service Easy. I was intrigued. What was RPA? How had I missed it? After all, I hear about most new products or innovations that effect the Contact Centre. Had we invented a Robot that sat there 24×7 and answered each...

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  • Top 10 Customer Engagement Trends for 2016 – Part 2

    As described in our previous blog post, contact centers are set to experience shifts in customer engagement strategy in 2016. Here are the remaining five trends to follow in the new year. Big data. With big data analytics, companies are able to analyze a mix of complex data sets from various sources to gain critical insights into customer behavior....

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  • Top 10 Customer Engagement Trends for 2016 – Part 1

    With the arrival of a new year, contact centers are set to experience shifts in customer engagement strategy. While many of the trends to be expected in 2016 closely mirror current ones, the ways in which technologies are implemented, agents train for and deliver service, and consumers choose to interact with their preferred brands will emphasize greater personalized attention...

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  • 5 Tips for Optimizing Customer Feedback Surveys

    When companies collect feedback from customers, their first thought might be to ask customers how they rate their service. While sending surveys after customer interactions is important, brands should further elaborate on the definition of customer feedback by soliciting thoughts on how the brand as a whole might better serve the needs and preferences of their customers. The enduring...

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  • 6 Key Words for Driving Social Media Engagement

    Social media platforms continue to play a key role in customer engagement and, further, the reputation and success of brands that adopt them. From searching for product information in-store on smartphones to tweeting service requests, customers are not only showing an increased demand for engagement on these channels but inciting brands to change the way they use them to...

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  • Digital vs. Humanized Customer Experience: Striking a Balance

    Technology has transformed customer service as we know it, making it more possible than ever to resolve a problem on multiple channels with self-service options. Customers and contact centers alike are able to save time, agents increase productivity, brands drive sales, and customers are ideally satisfied with the wealth of customer service options at their disposal. But where exactly...

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  • The Versatility of Video for Optimum Customer Engagement

    When it comes to delivering excellent customer service, brands nowadays have numerous channels at their disposal–some of which didn’t even exist a decade ago. Omnichannel strategy has gradually become the rule rather than the exception as a competitive differentiator among brands, with live chat rivaling social media platforms as a preferred customer engagement channel. And within the realm of...

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  • 5 Steps for Building Customer Trust

    Customers like to do business with brands that show appeal and savviness, perhaps using clever marketing campaigns and offering great loyalty programs. Indeed, attracting customers is one step to gaining their long-term loyalty, but a critical step must take place before any customer becomes a loyal follower: building the customer’s trust. It’s one thing for a brand to be...

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