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The Real Omnichannel Journeys – 2015 Customer Engagement Index Results – CallCentre.co.uk
Posted on September 11, 2015 in Scoop.it
The Real Omnichannel Journeys – 2015 Customer Engagement Index Results
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Study: Retailers struggling with omnichannel shopping
Posted on May 21, 2015 in Scoop.it
CFI Group reported that the average shopping experience is no longer either in-store or online; it’s an interwoven process, and shoppers are finding flaws.
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How Social Media Can Help You Win at Omnichannel
Posted on May 06, 2015 in Scoop.it
The core idea of omnichannel is a seamless customer experience — a bridging between on and offline.
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Omnichannel Efforts Increasing, but Not Profitable
Posted on April 16, 2015 in Scoop.it
While the amount of money, energy and time retailers and consumer goods manufacturers are spending to improve their omnichannel sales capabilities, but only 16 percent of companies say they can fulfill omnichannel demand profitably today. Here’s more from this report a new report prepared for JDA Software Group by PwC.
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Salesforce Service Cloud puts machine smarts in omnichannel
Posted on March 09, 2015 in Scoop.it
Salesforce announces the Service Cloud Intelligence Engine to add machine smarts to customer service in readiness for omnichannel and the Internet of Things
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Omnichannel: Add Dimension to Your Contact Center – No Jitter
Posted on February 24, 2015 in Scoop.it
Creating an omnichannel experience can give consumers a single view of a brand across physical and online channels.
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The Contact Center Stack – Here’s what you need to build a modern contact center
Posted on September 29, 2020 in Artificial Intelligence • Call Center Consulting • Call Center DIY • Call Center Management • Call Center Technology • Call Center Tools • Contact Centre Ops • Forecasting- WFM • Quality Assurance • Quality assurance • Technology • WFM
Tags: #callcenter• #callcenterDIY• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• #custserv• #Cx• Call Center Assessment• Call Center Consulting• Contact Center Consulting• Contact Center Strategy• CRM• QA• software• technology• WFM
by JD Fairweather The path to contact center modernization has never been straightforward when it comes to its navigating technology infrastructure. “Costly,” “crowded,” and “confusing” are how business owners typically describe the process of selecting the right platforms to power their center. Besides the alphabet soup of acronyms – WFM, CRM, LMS, to name a […]
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Keeping Workers Safe and Productive (When the Contact Center Can’t Close)
Posted on April 01, 2020 in Call Center Consulting • Call Center Management • Call Center Performance • Call centre consulting • Contact center consulting • Contact Centre Ops • Disaster Recovery • Emergency • Employee Experience • People management • WFM
Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• call center• Call Center Consulting• Contact Center Management• Leadership• Operational Management• WFM
by JD Fairweather If you asked any contact center manager two months ago about their business continuity plan, they’d likely opine on their facility’s readiness to address just about any emergency scenario. These same managers have seen their expertise and resolve put to the test in recent weeks due to COVID-19. And with effects of […]
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Metrics That Matter: Service Level
Posted on March 22, 2019 in ASA • Call Center Consulting • Call Center Management • Call centre consulting • Contact Centre Ops • Customer Experience • FCR • Metrics • Service Level
Tags: #callcenter• #cctr• #contactcenter• #custexp• #custserv• #Cx• ASA• Call Center Consulting• Colin Taylor• Consulting Contact• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• service level• Strategy• Taylor Reach Group
By Colin Taylor Service level is one of the most common metrics employed at call and contact centers to define how the center is performing. Senior management becomes acclimatized to looking for that service level number and reacting to it as a gauge of how well they’re performing against targets and in meeting their customer […]
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Contact Center Industry Stats – Contact Center Channels
Posted on June 11, 2018 in Call Center Statistics • Contact Center Industry Statistics • Facts and Figures • FCR
Over the next few weeks, we will be posting a series related to Contact Center industry statistics. Previously, we discussed statistics related to the organization and customer journey mapping. Below, you will find Call Center Statistics related to the various Contact Center channels. In the next of this series, we will be discussing Contact […]
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