Having an omni-channel contact center is becoming increasingly important as channel options are diversifying and consumers are using more touch-points to interact with companies. Consequently, 87% of customers say brands need to put more effort into providing a seamless experience across all channels. In order for businesses to remain competitive, reduce customer churn, and drive sales, contact centers must optimize their cross-channel experiences. Continue reading
Tag Archives: customer-engagement
Mark your calendars! Sourcing Decisions 2017 is taking place March 2, 2017 at St. Andrew’s Club & Conference Centre in Toronto, Canada.
This is a brand new conference specifically designed for enterprises seeking to advance their knowledge in robotics automation, artificial intelligence and newly emerging digital platforms to better engage customers. The conference will feature a series of panel discussions and presentations from some of the leading minds in enterprise ICT procurement, sourcing and vendor management. Continue reading →
Fall is in the air, and with it comes the promise of Thanksgiving! Thanksgiving is a time to put aside the cynicism and negativity of everyday life and be thankful for the upstanding customer service interactions that are sometimes ignored in the media in favor of more attention-grabbing negative headlines.
Here are 3 companies we should be thankful for.
Millennials (those aged 18 to 30) aka Generation Y, are the next generation of customers that businesses need to attract in order to succeed. This generation is set to overtake baby boomers on spending power, and will surpass Generation X soon after that. The challenge is they are so different from past generations that businesses must adapt to a new style of customer service.
Here are a few key strategies to wooing Millennials and growing your business. Continue reading →
Smartphones and other mobile devices are an excellent way for your business to reach out to consumers and build loyalty with them. A recent Forrester study found that consumers who access social networking sites from a smartphone are more likely to engage with content posted by a brand than their PC counterparts.
Channeling this engagement into loyalty takes creative thinking, so here are a few ways you can leverage mobile to build that relationship with your customers: Continue reading →
One of the easiest ways to lose a customer is through a poor call center experience. For example, a survey by YouGov showed that 76% of consumers said that “just one unpleasant contact center experience was likely to make them take their business elsewhere”. Yet, three in ten (29%) consumers think that businesses have not changed their attitude towards customer service. Today, positive experiences are even more crucial. Through social media channels, disgruntled customers have immediate access to spread the word about poor service.
With all the technology options out there, what are the best tools a contact center manager can select to deliver good customer engagement? It turns out, one of them isn’t technology at all – it’s your brand voice. Continue reading →
“Customer service” is no longer an isolated function for companies. These days, when customer sentiment travels at the speed of social media, it has become part of a larger, company-wide customer engagement strategy.
Thanks to social media (and much to the chagrin of marketing departments everywhere), companies can make or break their reputations depending on how well they deliver customer service and engage customers.
With that in mind, here are 10 tips you can use to improve customer engagement with your organization: Continue reading →
Last week, Fonolo hosted a Google Hangout to discuss the future of the call center. This fabulous panel of industry experts shared their comments and stories on four topics: customer experience, the cloud, WebRTC and social media. To save you some time, we’ve extracted video snippets from each topic.
Let’s take a quick look at the panelist introductions: Blair Pleasant Principal Analyst at Commfusion, Dan Miller Senior Analyst & Founder at Opus Research, Keith Dawson Principal Analyst, Customer Interaction at Ovum, and Shai Berger CEO and Co-founder at Fonolo.
What are some of the highest trending topics in the call center world? Most involve customer experience, the cloud, WebRTC and social media. What better way to get the inside scope on those topics then by watching this highly interactive Google hangout?
The best part is, we’re taking your questions LIVE! You heard me right: Tweet your questions to @fonolo with hashtag #CCTR or simply comment directly on our YouTube channel and we’ll ask your questions to our panel of experts.
Gear up for the fun! Here are four of the topics we’ll be discussing:
A few weeks ago I wrote about the growing popularity of the term “customer engagement” as the latest attempt to drive alignment between contact centers and business goals (“Goodbye Customer Experience, Hello Customer Engagement”). The core distinction between a “contact center” and a “customer engagement center”, at least according to Gartner, is that the latter has the expanded goal of “delivering the appropriate business rule to determine the next best action, information or process with which to engage the customer.”
Is there really a strong case to be made that this is a meaningful distinction? Or are the analysts guilty of playing semantics. Tune in on Feb 27 to our live Google Hangout where 4 top industry analysts will act as a jury to “try the case”. In the meantime, I have listed 4 “exhibits” below for your own consideration.