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Tag Archives: omnichannel
The omnichannel is becoming essential for all companies
A recent IDC blog by Leslie Hand explores some of the problems faced at retailer JCP in the US. Without going into detail on the problems this company faced or the recent departure of their CEO I was excited to … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Social Media
Tagged customer service, IDC, JC Penney, JCP, leslie hand, macys, omnichannel, retail, social media, strategy
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The majority of Australian brands are now using social media
At TP we have been advocating the use of social media as a customer support channel for several years now. In fact, one of our major research themes for this year is the development of the omnichannel, where customers can … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Social Media
Tagged australia, computerworld, customer service, facebook, omnichannel, service, social media, support, twitter
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Understanding the omni-channel is critical for success
An article in Call Centre Helper recently talked about web chat as ‘a disaster’ because web chats take far longer than calls and customers don’t feel that chat agents are as knowledgeable or as well supported as the voice agents. … Continue reading
The real reasons to explore outsourcing
While I was flicking through the pages of a call centre magazine recently I came across an article titled ‘the top nine reasons to outsource to the Philippines.’ The article lists a whole range of reasons you should be outsourcing … Continue reading
Posted in Current Affairs, Customer Service, Outsourcing
Tagged accent, bpo, call centre, cost, customer service, email, english, india, offshoring, omnichannel, outsourcing, philippines, phone, social media
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Welcome to 2013 – the year of the channel-shift
Happy New Year! I hope you had a fantastic holiday season and are now ready for all that 2013 holds. And what a year it is going to be! Over the past year or so I have focused a lot of … Continue reading
Posted in Contact Centres, Current Affairs, Social Media
Tagged channel, channel shift, customer, customer service, government, multichannel, nielsen, nielson, omnichannel, social media, social networking
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Shoppers are not spending less, they are spending differently
Last Monday was known as cyber-Monday amongst retailers in the UK and it marks the beginning of the Christmas sales rush, but will the tough economic climate change this traditional boom time for British retailers? In a recent article featured in … Continue reading
Posted in Current Affairs, Customer Service, Technology
Tagged amazon, customer, delivery, experience, high street, john lewis, multichannel, omnichannel, online, retail, service, shop, shoppers, shopping, store, venda
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Black Friday retail sales in the US: bricks v clicks
Last Friday was Black Friday in the USA. This is the traditional start to the Christmas shopping season, always immediately after the Thanksgiving holiday and featuring absolute pandemonium in stores across the country. The origin of Black Friday is somewhat … Continue reading
Posted in Current Affairs, Customer Service, Marketing
Tagged amazon, apple, black friday, boxing day, christmas, deal, discount, ibm, multichannel, omnichannel, retail, sales, thanksgiving, usa
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How do you define great customer service?
What is great customer service in a multichannel environment? It should certainly involve social media, but there are some more fundamental rules than just answering customer comments on Twitter. The Guardian recently explored the five key attributes of great service … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Human Resources, Social Media
Tagged agent, brand, call centre, channel, customer, customer service, development, engagement, experience, facebook, flexibility, guardian, investment, multichannel, omnichannel, people, retail, service, social media, social network, support, team, tools, training, twitter
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Defining great online customer service
The latest customer service index from Brandwatch was published recently and it includes some interesting observations on what really defines great customer service – especially for online retailers. John Lewis was the runaway winner for the second year running, with … Continue reading
Posted in Current Affairs, Customer Service, Social Media
Tagged b&q, brandwatch, customer, customer experience, customer service, engagement, john lewis, multichannel, omnichannel, research, retail, social media, social network, survey, twitter, waitrose
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