Posts Categorized ‘Multichannel’
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.
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.
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.
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
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.