Tag Archives: multichannel

Analytics: the key to unlocking the retail omnichannel?

For the past couple of years I have been exploring both omnichannel and multichannel solutions for customer service as the adoption of social media channels have become more accepted. It’s important to distinguish between the two terms though, as many … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service, Retail | Tagged , , , , , , | Leave a comment

The future of customer service is already with us today

The social media analysis company Hootsuite has just released a new white paper focused on the future of customer service. You can download a copy here. As you might expect, it’s packed full of statistics, but I want to pull … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service, Strategy | Tagged , , , , , , , , , , | Leave a comment

Customer loyalty is changing

I read a news item on TechRadar recently titled ‘customer loyalty is changing and your marketing plan should be too’ and I was interested in the idea that customer service commentators are now explicitly defining ‘customer loyalty’ and linking this … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service, Innovation, Marketing | Tagged , , , , , , , , , , , | Leave a comment

Channels may change, but customers just want to be served

I spoke at a TEN event recently and one of the recurring themes together with customer service bloggers and commentators over the past couple of years has been multichannel and in particular the ambition for companies to move to an … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service, Innovation, Social Media, Strategy | Tagged , , , , , , , , , , , , | Leave a comment

The Contact Centre of the Future – Part 3

In this third of three articles, Simon Dillsworth from Teleperformance outlines his own views on how contact centres might look in future… In the previous two articles about the future of the contact centre I have explored how multichannel customer … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service, Innovation, Social Media, Telecoms | Tagged , , , , , , , , , | Leave a comment

Be where your customers are right now

The August bank holiday is gone. Summer is over and now we’re coasting to the end of another year. But for a retailer this is the build up to the golden quarter that most likely began once the last one … Continue reading

Posted in Customer Service, Contact Centres, Current Affairs, Retail | Tagged , , , , , , , , , | Leave a comment

The contact centre of the future – part one

What will the contact centre of the future look like? It’s a question that I will be exploring in three blogs over the next couple of weeks. Nobody can actually predict the future, but we can see changes in the industry … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service, Telecoms | Tagged , , , , , , , | Leave a comment