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Multichannel Customer Service
Creating great, seamless customer experiences across all contact channels
Curated by Wally Brill
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10 Things I Hate About Your Contact Center by Brian Cantor

10 Things I Hate About Your Contact Center by Brian Cantor | Multichannel Customer Service | Scoop.it
10 Things I Hate About Your Contact Center by Brian Cantor - The saddest part about business’ failure to become customer-centric in this “age of the customer” is that they could so easily fake it.
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A good compendium of the things that make customers scream:'I'm mad as hell and I'm not gonna take it anymore!"

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Is Facebook right for self-service?

Is Facebook right for self-service? | Multichannel Customer Service | Scoop.it

VoxGen's Helen Casewell takes a closer look at the possibility of Facebook as a self-service channel.

Wally Brill's insight:

Helen Casewell researches the good, the bad and the ugly of self-service in social media channels and delivers 5 useful tips for companies thinking of deploying customer facing applications.

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Optimising multi-channel user experience

Optimising multi-channel user experience | Multichannel Customer Service | Scoop.it

When you’re designing a multi-channel service, the principles of user-centred design are critical to ensure a seamless and positive user experience; understand and design a solution which caters to your users’ needs and expectations; adopt a multi-disciplinary approach in tandem with iterative design and evaluation; evaluate designs with representative users. 

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Rosetta Carrington Lue's comment, July 20, 2013 2:33 PM
This is a great article.
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4 Steps for Ensuring a User-Experience Focus Beyond Project Delivery of your Multi-Channel Service | Voxgen

4 Steps for Ensuring a User-Experience Focus Beyond Project Delivery of your Multi-Channel Service | Voxgen | Multichannel Customer Service | Scoop.it
Wally Brill's insight:

Helen Casewell's follow on post about managing the multi-channel experience after it's been deployed: the importance of measurement and iteration.

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Fred Zimny's curator insight, December 11, 2012 2:40 PM

It is always about the outer wirld and how to integrate and innovate

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The Future of Customer Support is Social, Mobile, Video and Insourced

The Future of Customer Support is Social, Mobile, Video and Insourced | Multichannel Customer Service | Scoop.it
Summary of fact: people are more mobile and social and spending more of their time connected that ever before.
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9 Steps for Optimising Multi-Channel User Experience

9 Steps for Optimising Multi-Channel User Experience | Multichannel Customer Service | Scoop.it

Leveraging a user centred design process for multi-channel experiences.

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Targeting Customers To Influence Intent

Targeting Customers To Influence Intent - Using location to target and influence. Not just right customer, right offer, right time. Now it's also right place.

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Social CRM Its about the strategy, not the technology

Social CRM Its about the strategy, not the technology | Multichannel Customer Service | Scoop.it
With consumers in control of communication, its up to businesses to harness social media and initiate new sales and service models. Its time more companies got on board.

Via Fred Zimny
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Mobile Marketing 2015: Rethink Customer Acquisition, Intent Targeting

Mobile Marketing 2015: Rethink Customer Acquisition, Intent Targeting | Multichannel Customer Service | Scoop.it
Mobile platforms, smartphones / tablets, present incredible opportunities to re-imagine customer + data acquisition, & behavior/intent targeting. Learn how.
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Five Secrets to Delivering Exceptional Customer Service

Five Secrets to Delivering Exceptional Customer Service | Multichannel Customer Service | Scoop.it
A challenging combination of tighter wallets, new and evolving information channels, and rising customer expectations have created a complex consumer landscape that tests the ability of even the most seasoned chief customer experience officer.
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Should We Focus on User Experience?

Should We Focus on User Experience? | Multichannel Customer Service | Scoop.it
UX design predominately focuses on user experience. But should it instead be focusing on user memory?
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WEM: Multi-Channel Marketing vs. Cross-Channel Marketing

The words multi-channel and cross-channel are used interchangeably, and while from an outside perspective they seem to have the same meaning, there is a subtle but very important difference between them..
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Customer Experience Should Be Part of Your Business

Customer Experience Should Be Part of Your Business | Multichannel Customer Service | Scoop.it

The necessity of understanding the customer journey in order to serve in a cross-channel world.

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Customer strategy – How will you utilize predictive analytics?

Customer strategy – How will you utilize predictive analytics? | Multichannel Customer Service | Scoop.it
The business intelligence market is growing rapidly, with approximately 50 percent ($40 billion) resulting from predictive analytics.

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Aundrea Malone's comment, August 21, 2013 3:36 PM
Smart business has to leverage PA to mitigate risk. This is an area that should see more growth....
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The new digital customer journey: Cross-channel, mobile, social, self-service, and engaged | ZDNet

The new digital customer journey: Cross-channel, mobile, social, self-service, and engaged | ZDNet | Multichannel Customer Service | Scoop.it
The sheer proliferation of new online devices and digital consumer channels is pushing leading-edge companies to rethink how they connect with and engage their customers.

Via David Ednie
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A new challenge AND an opportunity for differentiation

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David Ednie's curator insight, July 1, 2013 9:47 AM

"Speak in the language of your customer" has been the conventional wisdom since the begining of time and it remains just as true today as it will be tomorrow. However, in today's world of Digital Disruption this means providing those digital channels that your customers prefer to use to communicate with. Speak their language (What) and now speak their channel (How). Why? Because the customer owns his/her Customer's Journey.

Rosetta Carrington Lue's curator insight, July 10, 2013 10:21 PM

Really enjoyed reading the profile of the new digital customer.

Rosetta Carrington Lue's curator insight, July 11, 2013 10:22 PM

Interesting way to rethink how online devices can help organizations better connect and engage their customers.

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User Experience as a Multi Channel Customer Journey - The UX Review

User Experience as a Multi Channel Customer Journey - The UX Review | Multichannel Customer Service | Scoop.it
How to design multi channel user experiences for users and not for singular devices or channels (RT @userexperience: User Experience as a Multi Channel Customer Journey - http://t.co/zZBjRDjwto)...

Via Terry Patterson
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Hannes's curator insight, April 8, 2013 6:57 AM

This article describes how to benefit from customer journeys in a diverse device landscape. Well defined personas is a great way to capture the most important characteristics, motivations and frustrations of typical users. But the technique lacks contextual awareness in modern multi channel projects. One way to make personas more dynamic is to apply them in user stories and simulate varied customer journeys. I think contextual design considerations like this will be critical for the future of digital design, because humans are born to be in motion and so should our devices.

Terry Patterson's comment, April 21, 2013 7:03 PM
I agree Hannes. And whenever there is a chance to conduct contextual inquiry at the beginning you'll be in good shape to draw up your very well defined personas. The more we advocate these design methods, the better we'll be positioning our products in the real world.
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Multichannel marketing and customer intelligence in 2013 (Part 4)

Multichannel marketing and customer intelligence in 2013 (Part 4) | Multichannel Customer Service | Scoop.it
The last part of this 4 part article examines customer intelligence, how to implement a holistic marketing strategy, and what are your next steps...
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Research Where Your Channels Cross | UX Magazine

Research Where Your Channels Cross | UX Magazine | Multichannel Customer Service | Scoop.it

A great piece on multi channel usability with helpful case studies from Jessica Peterson.

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3 Reasons Intent-Based Ads Are The Next Big Thing | CMO.com

The real-time ability to target users based on specific context, whether that’s a check-in, posting a picture on Instagram, or broadcasting a location over Twitter, holds a tremendous advantage for brands.
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Go Mo Bro! Grow a moustache to put a new face on men’s health | Voxgen

Go Mo Bro! Grow a moustache to put a new face on men’s health | Voxgen | Multichannel Customer Service | Scoop.it

Check out our own Tony Blackburn's contribution to Movember and please support!

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Can centralised data access create a secure and simpler identification and verification process? | Voxgen

Can centralised data access create a secure and simpler identification and verification process? | Voxgen | Multichannel Customer Service | Scoop.it

Can centralised data access create a secure and simpler identification and verification process?

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Infographic: Your Customers Want Support Via Smartphone

Infographic: Your Customers Want Support Via Smartphone | Multichannel Customer Service | Scoop.it

As smartphones become as essential to our pockets and purses as wallets and drivers licenses, customers are expecting these handy devices to do do their banking, purchase last-minute birthday gifts, book reservations, and above all, take care of customer service needs.

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Contactless payments: are we really ready for cash-free shopping?

Contactless payments: are we really ready for cash-free shopping? | Multichannel Customer Service | Scoop.it
Contactless card payments are seen as the future of small-item shopping, but not all stores are prepared for its arrival...
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3 Customer Service Trends to Watch

3 Customer Service Trends to Watch | Multichannel Customer Service | Scoop.it
As companies continue to adapt to the new ways and channels in which customers want to engage with them, experts predict an explosion of customer innovation around how companies leverage the technologies that fuel the company-customer relationship.

1. Video conferencing replaces calls to the contact center

2. Mobile apps and the contact center will connect seamlessly.

3. Customers will have a unique ID.

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The future of digital customer experience is more than mobile - ComputerworldUK

The future of digital customer experience is more than mobile - ComputerworldUK | Multichannel Customer Service | Scoop.it
The future of digital customer experience is more than mobileComputerworldUK (blog)The research is part of Forrester's playbook to advise application development and delivery professionals on how to support their organization's digital customer...

Via Fred Zimny
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