As consumers, we want a good experience… no, scratch that. We want good “engagement” with the companies we deal with. And we want it across an increasing number of channels.
A recent study reports that 77% of consumers use more than one channel when seeking service, so a key ingredient to happy consumers is offering support where and when they need it.
With 88% of all organizations delivering a multi-channel service experience, the differentiating factor will now be in the quality of those interactions. How can your call center meet the rising expectations of consumers? Here are 3 “best practice” tips worth reviewing. Continue reading
Last week, Fonolo hosted a Google Hangout to discuss the future of the customer experience. This great panel of industry experts shared their comments and stories on some of the biggest stats and trends affecting the customer experience. To save you some time, we’ve extracted video snippets from each topic.
The use of text-based chat for customer service has exploded in recent years. According to a recent 
The contact center industry has been using the term “multi-channel” for over a decade to describe the transition from communicating by phone only, to communicating by email, chat and social media. In fact, it was this shift that got the “call center” renamed to the “contact center”.
Thanks to the Internet and social media, it’s never been easier for your customers to share their praise – and their complaints – about your organization. All of which can have a dramatic influence on your future prospects.
There’s a big difference between good customer service and a great customer experience. Delivering world-class service is much more than hiring well-mannered customer service staff. It requires a total commitment to service excellence at every level of the organization.
Did you know that the average person waits almost 
One of the biggest trends in customer service has been the expanding number of channels in the mix. Specifically, social media has received a huge amount of attention lately.
