Brad Cleveland Blog

MAY 8, 2015

How many organizations are using various contact channels? Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage in service settings. The questions included both channels supported and the percentage of total contact volume.

Contact Center 22

Contact Center 2015 Customer Journey Multi-Channel 22

Brad Cleveland Blog

MAY 8, 2015

How many organizations are using various contact channels? Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage in service settings. The questions included both channels supported and the percentage of total contact volume.

Contact Center 20

Contact Center 2015 Customer Journey Multi-Channel 20

Natalie Petouhof

FEBRUARY 22, 2016

The rise of “digital-first” approaches to customer engagement has opened the door for consumer engagement at any point in the customer journey. Thanks to the widespread adoption of smartphones, mobile self-service is on the rise and growing in popularity. This will advancing mobile self-service and engagement.

Customer Service 40

Customer Service Customer Experience Omnichannel Customer Engagement 40

UJET

OCTOBER 22, 2020

Sure, your customer service agents need to be able to switch seamlessly from chat to voice and have all customer information in one easily accessible location. But omnichannel was always supposed to unify the customer journey, too. knew they needed to create an intuitive mobile customer service experience.

Omnichannel 90

Omnichannel Consumers Brands Contact Center 90

UJET

OCTOBER 22, 2020

Sure, your customer service agents need to be able to switch seamlessly from chat to voice and have all customer information in one easily accessible location. But omnichannel was always supposed to unify the customer journey, too. knew they needed to create an intuitive mobile customer service experience.

Omnichannel 72

Omnichannel Consumers Brands Contact Center 72

Comm100

FEBRUARY 6, 2018

Salesforce has been successful as a mobile customer service application, meeting the increasing demands of businesses and customers. Instead, they are connected quickly and securely with a call center agent who can assist them with their needs. Set Your 2018 Business Priorities with CCW Digital’s Winter Report.

Customer Engagement 42

Customer Engagement Engagement Social Media Omnichannel 42