Multi-Channel Strategy

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...

Companies that don't develop processes and internal structures for handling their OmniChannel strategy can fall short on serving customers through multiple communication channels. Experts say, busines...

Consistency: The Key to Multi-Channel Customer ManagementHow a Seamless, Interconnected, Multi-Channel Experience is the Key to Engaging Today's CustomerEven the slowest of adopters have realized that...

According to Call Center IQ's recent Executive Report on Multi-Channel Customer Management, 80% of organizations agree that it is important to both serve customers in their desired channels and seamle...

Zenaido Torres, Senior Operations Manager at Western Union, is a 10-year customer service veteran who manages an Operation Center in Mexico. The agents at this Center interact with customers from th...

CMIQ is proud to join Oracle in offering the exclusive, interactive eBook "Outsmart the Competition with the Right Social Customer Service Strategy." This informative journey, which will be regula...

In many organizations, two factions within marketing are grappling over a core question: should their role and plans fundamentally change given the emergence of digital technologies and the multi-c...

Organizations have always looked for better ways to reach, collaborate and communicate with customers, vendors, suppliers and employees. Doing so drives higher growth, creates more efficiency and incr...

The marketing landscape of 2013 is a menagerie of media vehicles, digital tools & platforms, Big Data initiatives, sales channels and influencer programs — all requiring coordination, integrat...

Though some media outlets refuse to admit it, the brutal reality is that the marketplace for articles on this "new phenomenon" called social customer care is dying. At this point, few with an inte...

In the eyes of many customers, self-service is not a compound word but rather a four-letter one. It’s not that there’s anything inherently bad about IVR or web self-service applications...