Multi & Omni-channel technologies

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...

Since 62% of customers say they will switch to a competitor after just 2 bad experiences, the customer experience obviously ranks as a top business concern.It is especially crucial for B2C retail orga...

What are customers demanding? Better interactions – throughout the journey.They expect the business to provide fast, effortless, accurate resolutions on the very first contact, regardless of channel.H...

It is important for enterprises with customer service operations to look for ways to reduce friction. Customers want to move between chat, voice, email, SMS without having to repeat their situation ev...

The information is out there. A consensus has been reached. Call Center IQ (CCIQ) settled the "multichannel" and "omnichannel" definition debate with their recent survey. Building on CCIQ’s fi...

Peter Drucker stressed application, rather than theory . . . again and again. Frequently he concluded his seminars with something like this: "Don’t tell me what a wonderful seminar I gave or...

Responsible for engaging customers in an evolving marketplace, the call center also must adapt to the wave of the customer management future. But for a function that is still struggling to meet th...

This coming Monday (September 30), Call Center IQ presents its second ever virtual event. And though last time (our Social Media for Customer Management Summit in March) was successful, it has noth...

The following is an excerpt from CMIQ's Executive Report on Multi-Channel Customer Management. In addition to analysis of the challenges, shortcomings and best practices associated with multi-chann...

FedEx knows that time is money for it and its customers, so it’s no surprise that the company saw Natural Language Understanding (NLU) call routing as the ideal way to streamline customer care. What...

Tuomas Manninen, Nokia's head of online experience and a speaker at the Customer 360 World Forum, recently spoke about his organization's commitment to multi-channel and multi-device agility. [eve...