Email beats Social Media as Customer Service Channel
Email beats social media as best channel for customer service in retail – US retailers only answer 20% of questions…
Multichannel
Eptica research finds multichannel customer service not improving
Eptica research finds multichannel customer service not improving within insurance sector – Insurers unable to adequately answer consumer questions online…
Netcall Guides to delighting customers in today’s multichannel contact centre
Netcall Guides to delighting customers in today’s multichannel contact centre How customers interact with you is changing. Customers may choose…
mplsystems secure grant to research Multi-Channel Textual Analytics
mplsystems secures grant from the UK Government Technology Strategy Board to research “Multi-Channel Textual Analytics for Customer Service” mplsystems has…
Seven Tips Around Multichannel Integration in Your Contact Centre
Offering your customers multichannel to contact you, such as web, phone and social media, is becoming increasingly more important. Whilst…
Interactive Intelligence asks Why you need to master multi-channel contact
Interactive Intelligence asks Why you need to master multi-channel contact. Let’s face it – even with all the hype around…
Why You Need a Multichannel Contact Centre Integration Strategy
Customers expect to be able to reach out to a contact centre using the channel of their choice. This expectation…
Mothercare improve customer service thanks to Transversal
The Challenge Improve customer services across Mothercare’s key three sales channels – the web, contact centre and in store. A…
Contact centres struggling under the weight of multiple channels
Just 15% of contact centre agents are easily able to track customers across multiple channels, and almost half are required…
Pressure mounts to keep up with technology
– David Ford – Magnetic North According to a Magnetic North survey, 40% of contact centre managers are concerned about…