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Are Ship-to-Store Programs Primed to Compete with Amazon?
By Kimberly Warner-Cohen Amazon Prime’s two day delivery speed has become the expected standard in customer delivery as, according to a 2014 Forrester report, 75% of consumers’ purchase decisions would...
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How Multichannel Contact Center KPIs Make Business Sense
By Ed Sutherland The days of learning about your customers’ needs and opinions from a single channel – the phone – are quickly numbered. Instead, businesses are advised to adopt a multichannel contact...
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Marks & Spencer aligns Bricks & Mortar with Online Experience
One of the hardest challenges for retailers is keeping all customer service touch points connected, aligned to the store, and maintaining expected customer service levels. It’s a tough nut to crack,...
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Contact Centers Integrating MMS “Texting” Into Customer Interactions
Offering customers a way to interact in their channel of choice is the business imperative of the increasingly demanding customer environment. While text and voice-based options have been embraced,...
View ArticleThree Ways To Truly Leverage Multichannel Communications in 2015
The role of multichannel communications in contact centers has grown increasingly complex as consumer preferences continue to evolve. In fact, as early as 2013, 25% of consumers already utilized one...
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Report: Roadblocks To A Seamless Customer Experience Are Organizational, Not...
Companies identify improving the customer experience as a key strategic priority, according to Creating a seamless customer experience, a report published by The Economist Intelligence Unit and...
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Genesys Integrates Microsoft’s Skype Platform
Omnichannel customer experience software provider Genesys yesterday announced an integration with Microsoft’s Skype for Business to deliver customer engagement, contact center and unified communication...
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Study Contends That Millenials Prefer Voice Over Digital
Mattersight’s Kelly Conway The findings of a new survey conducted by Mattersight Corporation (NASDAQ: MATR) of over 1,000 millennials offer a surprising alternative to the popular perception of this...
View ArticleThree Ways to Adapt to New Omnichannel Customer Service Demands
To say that the way people communicate has evolved over the last decade is an enormous understatement. In fact, during the past ten years or so, the way we communicate has undergone several fundamental...
View ArticleOvercoming Customer Interaction Complexities with Customer Analytics
In the following discussion, two industry experts—Keith Dawson, principal analyst with Ovum, and Daniel Ziv, vice president with Verint—explore the challenges and opportunities associated with...
View ArticleBOPIS is Gaining Traction, But Retailers Are Still Finding It Difficult to...
An increasing number of consumers like the practice of buying goods online and picking them up in stores later rather than waiting for the retailer to ship the goods to their doorstep. According to...
View ArticleHow To Build Multi-channel and Multi-lingual Customer Care Environment?
When Urvashi Sheth joined SanDisk, now a Western Digital brand, as Senior Director of Global Customer Support nine years ago, the company’s customer care approach was strictly single channel, with a...
View ArticleCall Center Week Features Customer Experience Report’s Kirk Laughlin
Among the many expert speakers at the 17th Annual Call Center Week Conference and Expo scheduled to take place in Las Vegas at the end of this month will be Kirk Laughlin, founder of both Customer...
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