Multi-Channel Customer Service

Top 7 customer demands – and why messaging is the key to meeting them... 3 specific ways messaging can elevate the customer experience

CCW Digital confirms that only a small percentage of businesses are capable of delivering seamless, omnichannel experiences for their customers.It is not that they don’t want to; businesses almost uni...

The phone channel continues to be the most direct way to resolve customer issues and escalations. Yet many IVRs haven’t been updated in years to reflect new technology and changing consumer trends. As...

Do you experience a mild sense of dread when you need to call a company you do business with to resolve a problem? If so, you’re not the only one. We’ve grown used to expecting less than stellar exper...

Omnichannel in customer service is all about seamless customer engagement. The aim is to improve customer experience eliminating breakpoints between channels, making interaction data and history avail...

Organizations are quickly moving to implement multichannel analytics with the intention of using this tool to improve the customer experience, but in the rush they are all too often neglecting to have...

Customers are generally wrong to criticize Spirit Airlines. Yes, you read that correctly. Brian Cantor, the guy who seemingly makes a living ranting about poor customer service experiences, the gu...

Hype does not have a guaranteed impact on reality, and nowhere is that more evident than in customer management. The latest research in conjunction with CFI Group’s Contact Center Satisfacti...

A business that upsets customers should apologize. A business that is truly sorry knows that an apology is only the beginning of making it right. So aggressively trained and conditioned to show r...

Based on the simplest possible conception—communicating with customers in more than one medium—nearly 88% of organizations are "multi-channel." But when it comes to actually delivering a...

Comparatively elite from beginning to end, it was not until its fourth season that "Seinfeld" truly established itself as an ubiquitous force with which to be reckoned. Though many critics argue t...

When, upon calling into a customer service line, you must pass through an endless gauntlet of unhelpful IVR instructions, you can probably conclude you are not in for the most customer-centric exper...