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Must Read Articles on Omni-Channel Customer Engagement

  • Customers are fleeing companies with poor omni-channel customer engagement experiences. Implementing a chatbot can help.
    12/12/2016
  • Voice biometrics have the potential to optimize the omni-channel customer engagement experience through streamlined authentication.
    12/5/2016
  • So much for the oncoming wave of omni-channel customer support goodness. In many companies, the plans - once so firmly laid - appear to be falling victim to apathy, budget cuts and legacy systems.
    11/30/2016
  • One of the most urgent "basics" in customer support today is having a good omnichannel customer engagement strategy and an effortless customer journey. Customers want to connect with companies as quickly and easily as possible, and this i…
    11/23/2016
  • Omni-channel customer engagement pressure intensifies for Black Friday as customer inquiries increase and calls centers must scale to handle the load. Providing managers with the right tools helps keep everything on track.
    11/22/2016
  • During the holidays, contact center agents and managers are under more pressure than ever, since the marketplace has decided that they can't only sell and service, they need to provide an awesome customer journey and an omnichannel custom…
    11/18/2016
  • Once upon a time, companies believed they had to build an omnichannel approach to compete with the market leaders in their industry. This is no longer the case: companies today are having to compete with real life. Today's customer …
    11/16/2016
  • Your contact center has changed in the last 10 years. Today, it's likely that you support channels you never did before, and agents have had to move to a more omni-channel daily approach to their work. Customers' expectations …
    11/11/2016
  • Low-hanging fruit - who doesn't want to go for it when it comes to business results? The opportunities are there for the taking and by moving on the obvious, you're able to hit goals and turn in some …
    11/10/2016
  • Aspect Software has been a key component in the provision of omni-channel customer engagement solutions, and in a couple short weeks, it will be unveiling its next generation customer engagement platform at the Gartner Symposium 2016.
    11/2/2016
  • Today, one of the biggest challenges for retailers is bridging the gap between online sales and in-person brick and mortar sales. Customers certainly have no problem doing it for themselves: they may shop in a physical store while browsin…
    10/31/2016
  • When a customer contacts a company, they seek something rather simple, satisfaction. Whether it's via social media, chat, self-service or the telephone, omni-channel customer engagement is mission critical in today's society and customers…
    10/28/2016
  • Scouring the popular travel website to find the best place to stay in a particular destination is an interesting process. The marketing photos always depict beautiful environments that are never crowded in areas of a city that are close t…
    10/27/2016
  • While the telephone may be somewhat on the wane when it comes to customer support - most customers try out alternatives to picking up the phone before they call the toll-free number - this doesn't mean it's declining in …
    10/21/2016
  • The trend toward omni-channel customer engagement is an interesting one in that many a company is still struggling to identify the right strategy. They understand that customers are using different channels to interact, but they don't ful…
    10/17/2016
  • Customer engagement has come a long way. From call centers of yesteryear, to contact centers of today; powered by the cloud and offering omni-channel customer engagement, the face of customer service is a far cry from the analogue days …
    10/14/2016
  • Despite the importance of a great customer journey and positive customer engagement, it's not uncommon to find companies that continue to do a bare minimum for customers. Part of the problem is that companies are leery about spending mone…
    10/10/2016
  • Do you like long, flowery conversations with a robot? Television has given us plenty of opportunities to view these kinds of interactions via Sci-Fi and futuristic shows and movies, yet the thought of actually engaging a chatbot doesn't …
    10/6/2016
  • Customer service is competitive. Certainly, each business strives to satisfy customer demand and expectation with every interaction, but it's those that develop the innovative customer service solutions today that serve as the straw that …
    10/4/2016
  • When you're wearing the hat of the customer, how do you want to interact with your favorite brands when you have a question or problem to solve? For those of us who still place phone calls, the interaction often …
    9/28/2016
  • Companies are in a bit of a bind today. The promise of omnichannel customer engagement - a great customer experience through a wide choice of communications media - means that organizations are opening doors for customers to encourage the…
    9/26/2016
  • Today, successful customer engagement is critical to a company's success. Customers place more importance than ever on the customer experience, and it influences whether customers stay or defect to competition. (And tell all their friends…
    9/20/2016
  • There's a lot of conflicting anecdotal information about customer self-service. On one hand, many studies indicate that customers prefer to find answers for themselves when they have a question or an issue in order to avoid seeking live …
    9/19/2016
  • The managing individuals behind PropertyGuys.com are trying to redefine how realty in Canada operates. Instead of having their own realtors, they have franchised their brand to allow anyone to become a PropertyGuys agent. Agents then work…
    9/15/2016
  • The customer is king; this we know, but in today's omni-channel world providing exceptional service is more difficult than ever. Whether it's a poor review on social media or negative word of mouth, the tools are available …
    9/13/2016
  • In the earliest days of ecommerce, buying online was a small blip on most retailers' radar screens. It was considered something only tech-savvy people, shut-ins and agoraphobics would ever consider. Most businesses kept their ecommerce ch…
    9/8/2016
  • When customers engage with certain types of business - think home goods - they generally have a choice of how to connect: a home PC, a landline telephone or a mobile device. Their options are varied, and they can choose their channel …
    9/7/2016
  • In today's customer service-driven world, supporting an omni-channel approach is no small task. From ensuring the proper tools and processes to selecting personnel, everything is much easier said than done. That said, software firms are e…
    8/31/2016
  • In a market where omni-channel customer engagement is the gold standard, it's a challenge to truly reach the pinnacle in the customer experience. But do companies truly understand what that means?
    8/29/2016
  • Whether you love or hate the phenomenon that is Pokemon Go, there's no denying that the game has taken off since its release last month. With over 100 million downloads in July alone and the fact that it brings …
    8/24/2016
  • You've just taken your child to the local county fair. She was lucky enough to win the goldfish in the ring-around-the-bottle game. The odds were not in her favor, that's why you let her play. …
    8/22/2016
  • Fifty years ago, it would have been unthinkable that the telephone would decline as a preferred method of communication. Twenty years ago, it would have been unthinkable that email would be on the decline. (And let's not even talk …
    8/17/2016
  • While you may do a lot of things - and spend a lot of money - trying to drive customer engagement, you may be missing one of the biggest pillars of the concept: employee engagement. Apathetic customer support workers who are thinking …
    8/16/2016
  • Top-notch customer service and a multi-faceted approach to engaging customers may be the key differentiators within the hospitality sector. Hotels have been steadily losing customers to companies like Airbnb over the past few years, but b…
    8/11/2016
  • The practice of employing temporary workers and independent contractors for short-term engagements is becoming entrenched in our economy, a necessity in a technology and services-driven world. This "Gig Economy," also described as an on-d…
    8/9/2016
  • Have you ever felt like the company you work for cares more about their customers than they do about you? This is not an uncommon phenomenon as companies throughout the world rely heavily on a satisfied customer base to ensure …
    8/8/2016
  • Every contact center, from small to large, strives to provide the best possible customer support it can, right? Not necessarily. Great customer support costs money, and many organizations still aren't willing to spend money on something a…
    8/3/2016
  • Aspect Software is a provider of fully-integrated consumer engagement, workforce optimization and self-service solutions. They encourage humanizing organizations so that there can be conversational interactions between customer and compan…
    8/1/2016
  • The conversation in customer service circles about hearing the Voice of the Customer (VoC) is nothing new. The new component to the dialogue is how companies are finding ways to hear the voice of the customer, leveraging available technol…
    7/29/2016
  • The key to successful customer engagement is being able to correctly prioritize and optimize interactions. Customers simply don't want to be placed on hold for a long period of time in today's omni-channel customer service environment, wh…
    7/27/2016
  • Humans are getting more comfortable with talking to machines today. While we've been doing it for a long time - think about routing via a IVR - we're finally arriving at a time when machines can talk back in response …
    7/22/2016
  • Kobie Marketing has tapped Aspect Software to provide its cloud-based contact center and workforce management solutions.
    7/19/2016
  • It's one of those statistics that astonished those of us who have been writing about cloud-based enterprise solutions for years. Cloud-based technology currently makes up 38 percent of enterprise IT systems today, according to a study by …
    7/14/2016
  • What does the role of coach mean in your omni-channel customer engagement environment? Is it the person who is brought in when things aren't going well, or is it the individual who supports and motivates you along the …
    7/12/2016
  • How many people experience this scenario on a regular basis: you have an appointment with a doctor, and the doctor asks if you have any questions. You can't think of any…until you reach home and remember something you …
    7/8/2016
  • We all know by now that our calls to a contact center may be monitored for "training purposes." It's an old model: contact centers record a handful of an agent's calls, and use them to evaluate the agent'…
    7/6/2016
  • Think of all the apps on your mobile phone. Which one of them are "keepers," and which ones do you use once and then ignore? First, there are the one-time apps we download and use for a short time, …
    7/1/2016
  • While digital messaging media have been a boon to humanity in general - from personal communications to customer support - it's also important to recognize that these channels have sometimes been abused, particularly when it comes to kids…
    6/30/2016
  • Multichannel engagement is the name of the game in the call center industry if you want to stay ahead of the competition. But saying you offer multiple ways to connect doesn't mean that you're offering the right channels …
    6/22/2016
  • It's not enough to simply provide customer service today. Forward-thinking and successful companies are committing to provide a great customer journey: an easy and fast path to a solution regardless of which channels the customer uses to …
    6/21/2016
  • A lot of customer support organizations talk about "getting back to basics." They operate under the presumption that customers preferred the "good old days" of picking up the telephone and relying on a human agent for all their needs. In …
    6/15/2016
  • When self-service first debuted in the contact center, it was usually because the company that put it in place was desperately hoping that customers wouldn't call. Let's face it: calls with live agents are expensive, and they'…
    6/14/2016
  • Engaging customers and agents alike, omni-channel opens the door to more positive interactions and a more prosperous firm. As the customer experience best practice continues its evolution, it is growing abundantly clear that omni-channel …
    6/7/2016
  • Once upon a time, companies had no choice but put their customer engagement eggs in one basket. While television and print ads influenced people, the only real-time proactive outbound channel was the telephone. In customer engagement toda…
    6/6/2016
  • The goal of any company should be to make the customer's journey as easy and delightful as possible. Depending on what business or industry the company is in, this can be achieved in different ways (customer support for Lear …
    6/1/2016
  • When it comes to the future of customer support, most people assume that it will contain a mix of technology and human support. Think of Amazon's Mayday button for the Kindle Fire that connects customers looking for answers to …
    5/31/2016
  • The Radisson Blu Edwardian in London has a new concierge called "Edward," but this one doesn't wear a suit and carry a clipboard. He's a chatbot, or a virtual assistant who operates by text message, and he's …
    5/26/2016
  • Aspect Software deepens executive bench as it expands its cloud efforts in fast-growing Asia Pacific region.
    5/24/2016
  • Delivering amazing customer service has always been a business theme. Treat your customers well, they not only come but tell some friends as well. While the idea of providing this type of exceptional experience for customers is as old as …
    5/18/2016
  • A new blog on the Aspect website tells the story of how direct marketing company Resource One embraced the cloud and the benefits it's enjoying as a result.
    5/16/2016
  • Artificial intelligence serving as a kind of hotel concierge might sound like the stuff of science fiction, but as is often noted, today's science fiction is tomorrow's science fact. That's just what Edwardian Hotels London is out …
    5/11/2016
  • Aspect Software has traditionally delivered its contact center, self-service, and workforce optimization solutions as what it now describes as separate, loosely integrated products. But today the company takes the wraps off Aspect Via, a …
    5/10/2016
  • Providing customer support is never easy, and when the purpose of the support is for bill collections, it becomes even more difficult. People are never at their best when they owe money or can't pay a bill, and agents …
    5/10/2016
  • Aspect Software has agreed to expand its relationship with HCL Services. According to the new arrangement, Aspect will seek to improve the reach of its call center software in the regions of Singapore and the Middle East by funneling HCL …
    5/5/2016
  • So you've got an omni-channel customer engagement strategy. You've put agents on phones, email, Web chat, mobile channels and social media. You're even flirting with live video help. You've heard about chat bots, and how …
    5/4/2016
  • Only a few years ago, social media was written off as something teenagers engaged in. It was a place for gossip, inane youthful conversations and cat videos. But a funny thing happened as younger consumers gained more buying power and …
    4/26/2016
  • Omni-channel. Customers like it, so businesses are pursuing it in a big way. The ability to interact with customers on the channel of their choosing is invaluable. Whether it's social media, email or even self-service; offering choice …
    4/25/2016
  • In "the olden days" of just a decade ago, the flow of goods from manufacturers to distributors to retailers' warehouses to stores happened largely out of the eyes of consumers. The only thing most of us knew fulfillment and shipping …
    4/22/2016
  • How's your customer service? Is it great? Do you offer a terrific omni-channel customer experience? That's a good thing. Do you think your work is finished? It's not. Customer engagement is an ever-evolving concept, and …
    4/18/2016
  • Customers have a lot of pet peeves today, but one of the biggest is having to repeat themselves. Once upon a time, this annoyance was the result of being transferred from agent to agent and department to department. Today, thanks …
    4/13/2016
  • When it comes to providing customer service, the two main goals - providing fast service and cultivating a great customer relationship - can often be at odds with one another. Companies desperate to keep average handle times down may have…
    4/12/2016
  • Texting, or SMS, is also no longer a strictly personal communication medium. It's not only person-to-person communications, but business notifications. Your prescription is ready. Your flight is delayed. Your gym is closed due to bad weat…
    4/5/2016
  • As companies continue to pursue an omni-channel experience for their customers, they are experiencing varying levels of success. Rather than overhaul the entire customer support process with an eye toward omni-channel support, many are ma…
    4/4/2016
  • The number of customers in large Chinese enterprises rival the combined total population of many countries, making it that much harder to deliver a great customer experience across the board. Tencent QQ, China's most popular instant messa…
    3/29/2016
  • Most businesses now know that in the Internet age, customer service is one of the most important areas of competition. Few products or services are completely unique, and customers today are savvy enough to quickly find the competition if…
    3/28/2016
  • How much time have you invested in planning your customer service experiences for the year 2020? If yours is like most companies, you put your overarching strategy together, you measure for performance and then you make adjustments to ens…
    3/24/2016
  • An integral aspect of today's business landscape is change. Whether it is mergers and acquisitions, comings and goings or innovation, change is at the heart of business. To that end, with innovation in the customer experience and contact …
    3/23/2016
  • We've come a long way in the hands-free communications space, and the technology is rather mind blowing. We used to wear wired headsets to talk freely on our mobile phones while driving, and those evolved into wireless Bluetooth …
    3/18/2016
  • Not all companies are providing the level of service customers expect. The surprising thing is that these same companies may not be aware of the problem. Consider the service provider that wants to continue to extend its brand in the …
    3/15/2016
  • How well do your landing pages convert? This is a question that tends to be top of mind for marketers that are leveraging Google or Bing ads to drive business. They want those who click through their ads to take …
    3/9/2016
  • The forecasting step is one that every company needs to do, yet not all those in charge of the process enjoy doing. There tends to often be a reliance on historical data that sometimes plays too heavily into the mix. …
    3/7/2016
  • The texting debate - it's one that happens frequently in several of my circles as some prefer to text and some prefer to make the live call. The latter tends to be the preference of those in the older generation, …
    3/2/2016
  • Instant messaging systems can be a huge boost to productivity, or just a handy way to keep in touch with friends. That small window in a separate program-or even in some cases built right into a Web browser-can …
    3/1/2016
  • Make no mistake: The digital customer is a fully connected one. The average U.S. consumer uses smartphones, messaging apps, social media, email and texting, with availability 24 hours a day, seven days a week. Clearly, companies that aren…
    2/26/2016
  • Anecdotally, the idea that omni-channel means greater customer satisfaction and a greater chance at return business has been around for a while, and is generally accepted as accurate. Now, the value of omni-channel engagement got just a l…
    2/22/2016
  • As customers, we like personalization, and we like being treated as special. That said, it doesn't necessarily mean we want to be fussed over by a live agent each time we need help. Live telephone help, while necessary sometimes, …
    2/18/2016
  • Once upon a time, customers used to shop based on product quality. Since there wasn't a lot of competition and variety in our great-grandparents' day and people were often forced to shop locally, earning and maintaining customer loyalty …
    2/17/2016
  • At its core, omni-channel is defined as a multichannel sales approach that provides the customer with an integrated shopping experience. The customer can be shopping online from a desktop or mobile device, or by telephone, or in a brick …
    2/11/2016
  • Most companies today are aware of the strong benefits improving the customer experience can bring. They include increased sales, more loyal customers, better first-call resolution and reduced costs. But what many of these same companies f…
    2/8/2016
  • If you're in need of customer service, you have quite a few more options when it comes to getting help that far surpass calling into a call center. The digital age has made it possible for agents and consumers …
    2/5/2016
  • Customers today are understandably more tech-savvy, and paired with higher expectations, contact centers are realizing that in an effort to be the all-out customer experience hub, their contact center technologies must evolve to meet the …
    2/4/2016
  • When customer service is expected to be the number one differentiator in the coming decade, according to a recent Walker Research study, it is surprising that only 18 percent of contact centers currently have their service channels fully …
    1/27/2016
  • Lionbridge Technologies has long offer its GeoFluent translation software as a better alternative to other language translators on the market. The company website says its operates with two layers of machine translation that ensure consis…
    1/26/2016
  • The interactive voice response (IVR) system is, depending on who's asked, either the biggest disaster for customer service ever made or a great way to help separate callers into simple and complex issues. For Zappix, meanwhile, it's an …
    1/21/2016
  • Running a business that offers a product or service is going to yield some customer complaints. There are zero businesses in existence with a perfect customer experience track record, however, keeping complaints to a minimum is a good goa…
    1/18/2016
  • The cloud was once a murky proposition, but today businesses rely on this technological marvel to serve customers with resolute and satisfying omni-channel interactions. Whether it's leveraging text, voice, self-service or social media it…
    1/13/2016
  • The customer service agent may be very good at her job, but she can only deliver satisfaction to the extent of the tools available to her. The customer who had to connect the live call because he couldn't find …
    1/12/2016
  • Cloud solutions allow for internal help desks to access knowledge bases, omni-channel usability and integrated controls. Mid-sized solutions tend to involve more platforms and more automation than enterprise customer service solutions.
    1/6/2016
  • As we enter 2016, many of us are ambitious and excited about what is rumored to come. We have set goals through resolutions of things we are inspired to achieve - and we will. Aspect, a developer of omni-channel customer …
    1/4/2016
  • Companies have been outsourcing their customer care to third parties for decades. Whether they want to save money, broaden the hours they are available for customers or simply because customer support isn't among their core competencies, …
    12/30/2015