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Posts Categorized ‘Multichannel’
From Smart to Genius: Six Technologies to Make Your Contact Center Brilliant
Jun 10, 2013 by Macario Gallegos, Vice President, Technical Project Management, TeleTech in Customer Experience, Customer Service, Multichannel, Technology, TeleTech
When 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.
Near Field Communication Technology: Fast, Fun Customer Interactions
Jun 3, 2013 by Jody Gilliam, Sr. Writer, TeleTech in Customer Experience, Multichannel, Technology, TeleTechAs 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.
The Phone is Dead: Long Live the Customer Interaction Center of the Future
Apr 16, 2013 by Mark Grindeland, Chief Marketing Officer at TeleTech in Customer Experience, Customer Service, Multichannel, Strategy, Technology, TeleTechConsumers 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.
What Customers Expect in the Telecommunications Industry
Apr 8, 2013 by Jody Gilliam, Sr. Writer, TeleTech in Customer Experience, Customer Service, Multichannel, Social Media, TeleTechWhat 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 Healthcare Industry
Apr 1, 2013 by Jody Gilliam, Sr. Writer, TeleTech in Analytics, Customer Experience, Customer Service, Multichannel, Social Media, TeleTechWhat 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 Automotive Industry
Mar 18, 2013 by Jody Gilliam, Sr. Writer, TeleTech in Customer Experience, Customer Service, Multichannel, Social Media, TeleTechWhat 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.
Social Customer Care: What Customers Expect
Mar 11, 2013 by Jody Gilliam, Sr. Writer, TeleTech in Customer Experience, Customer Service, Multichannel, Social Media, StrategyEveryone 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
Financial Customer Expectations
Healthcare Customer Expectations
Telecom Customer Expectations
Putting Smart Devices at the Heart of Multichannel Customer Service
Mar 4, 2013 by Taylor Allis, Vice President of Marketing and Product Management, TeleTech in Customer Experience, Customer Service, Multichannel, Technology, TeleTech
Mobile 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?
Feb 13, 2013 by Jonathan Gray, Vice President of Marketing and Leader for Revenue Generation and Marketing Services, Revana in Customer Experience, Customer Service, Multichannel, Sales and Marketing, Strategy, TeleTech
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.
Social Customer Service: 14 Big Brands Tested and Exposed
Feb 13, 2013 by Jody Gilliam, Sr. Writer, TeleTech in Customer Service, Multichannel, Social Media, TeleTechSocial media is exploding as a customer service channel, but companies are struggling to catch up with the demands of today’s socially savvy consumers. Who is winning in the game of social customer service? Software Advice employees put 14 of the biggest brands to the test and reveal their findings in this infographic.
