Posts Categorized ‘Multichannel

A Wireless Provider Proves that a Multichannel Mix is the Right Mix

A Wireless Provider Proves that a Multichannel Mix is the Right MixA multichannel sales model lets customers be served the way they want to be served. And, a multichannel approach – using a mix of sales force expansion to reach different sizes of customers, channels, and approaches like up-sell and cross-sell – is integral to the strength of any successful business model. continue reading

From Smart to Genius: Six Technologies to Make Your Contact Center Brilliant

From Smart to Genius: Six Technologies to Make Your Contact Center BrilliantWhen it comes to determining the difference between a smart contact center and a genius one, the distinction is simple—intelligent contact centers use customer data to make their brands psychic. These organizations translate the physical and digital signals that customers send and respond to with personalized interactions that anticipate individual needs, enabling agents to build relationships and cultivate loyalty. Here are six technologies to help you deliver mastermind experiences and psychic service for each unique customer.

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Near Field Communication Technology: Fast, Fun Customer Interactions

As companies are looking for ways to make doing business easier and more convenient for consumers, their focus often turns to connecting with customers through their ever-present mobile devices, and a new technology is dramatically accelerating customer interactions to less than 0.2 seconds. In TeleTech’s continuing blog series on technologies that are transforming the customer experience, we explore Near Field Communication (NFC) technology.

Near Field Communication 

 

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The Phone is Dead: Long Live the Customer Interaction Center of the Future

Consumers expect an integrated experience across every available communication channel, and multichannel service is becoming increasingly important to companies. TeleTech CMO, Mark Grindeland, explains how the contact center is evolving to become the multichannel epicenter. 

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What Customers Expect in the Telecommunications Industry

What do consumers think about the telecom customer experience? 

Top-level telecom executives are focusing on the customer experience to compete in today’s hyper competitive telecom market. But, before they begin, they need to understand how customers perceive telecom companies and how the customer experience impacts their decision making. TeleTech performed an in-depth study of telecom customers and examined their sentiments about the telecom service experience. This infographic explains it all.

 What Customers Expect in the Telecommunications Industry

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What Customers Expect in the Healthcare Industry

What do consumers think about the healthcare customer experience? 

Top-level healthcare executives are focusing on the customer experience to compete for patient loyalty and referrals in today’s unstable healthcare market. But, before they begin, they need to understand how customers perceive healthcare companies and how the customer experience impacts their decision making. TeleTech performed an in-depth study of healthcare customers and examined their sentiments about the healthcare experience. This infographic tells it all.

What Customers Expect in the Healthcare Industry

 

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What Customers Expect in the Automotive Industry

What do consumers think about the automotive customer experience? 

Top-level auto executives are focusing on the customer experience to compete against all the new players in the industry who have recently gained market strength. But before they begin, they need to understand how customers perceive automotive companies and how the customer experience impacts their buying decisions. TeleTech performed an in-depth study of automotive customers and examined their sentiments and expectations about the automotive experience. This infographic tells it all.

 Automotive Customer Expectations Infographic

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Social Customer Care: What Customers Expect

Everyone is talking about serving customers through social media networks, but adding new service channels and managing cross-channel communications can be challenging for companies in any industry. What do customers across each industry really expect when it comes to social media networks? TeleTech studied customer expectations. These infographics explain the results.

Automotive Customer Expectations

Social Customer Care: What Auto Customers Expect

Financial Customer Expectations

Social Customer Care: What Financial Customers Expect

 

 

Healthcare Customer Expectations

 Social Customer Care: What Healthcare Customers Expect

Telecom Customer Expectations

Social Customer Care: What Telecommunications Customers Expect

 

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Putting Smart Devices at the Heart of Multichannel Customer Service

Smart Devices for Multichannel Customer ServiceMobile application downloads are on the rise, with more and more consumers looking for multichannel customer service and ways to interact with their favorite brands on the go. Yet, while mobile phones and tablets are inherently smart, many companies have yet to embrace these tools in an intelligent way when it comes to enhancing customer service. Typically, when consumers seek customer support over the phone, they automatically associate the task with the frustrating “voice robot” known as interactive voice response (IVR). But, as we move into the digital and mobile age, the days of long, complicated IVR menus and hold music face imminent extinction as the need for multichannel interactive response (MIR) takes precedence. continue reading

It’s Valentine’s Day…. Do Your Customers Love You?

customer love

Chocolate-covered strawberries, bouquets of red roses, and heart-adorned greeting cards are vying for our attention every time we switch on the television, flick through a magazine, or walk past a shop window. There is no doubt that Valentine’s Day is at our doorstep and, like every year, we’re being urged to remember our loved ones and find a way to materially show them how important they are to us.

But, this time of the year isn’t only for lovers to wine and dine and shower their partners with gifts. Valentine’s Day should also serve as a reminder for businesses to take a thorough look at the relationship they have with their customers. Business leaders should ask: “Do my customers love me?” And, irrespective of the answer, they should then find ways to ensure that their customers either fall in love with them, or remain so.

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