Multi-channel customer experience management News
May 22, 2015
At the ICMI Contact Center Expo, users were interested in how to make their centers more efficient while serving customers in whatever channel they choose.
April 30, 2015
Only a few companies could afford to buy Salesforce.com. Is a buyout on the horizon, though?
March 19, 2015
To clean up Philadelphia, Rosetta Lue uses technology to be responsive to citizens -- and customer experience principles to treat residents like VIPs.
January 08, 2015
In this book excerpt, thought leader and author David Giannetto discusses ways companies can cost-effectively identify and gain customers.
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Companies constantly chase the "360-degree view of the customer," aiming to merge different data sources to provide timely, consistent service. Continue Reading
Companies still struggle to join multiple communication channels to create a seamless experience for customers, whether it's that be for shopping or sales or service. Continue Reading
Call centers have evolved to address customers' multichannel needs. Agents' skills need to diversify to meet new service demands. Continue Reading
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Generic messages to customers and prospects are losing their effectiveness. Today, tailoring interactions to individuals is crucial to make the sale. Continue Reading
Companies miss the boat in building an omnichannel customer experience if they focus first on technology. They need to start with business objectives. Continue Reading
Customer service initiatives come and go. Could customer experience analytics be here to stay? Continue Reading
Product ReviewsPowered by IT Central Station
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Valuable Features: We are using the SLA reporting, server monitoring and alerting, however the main and most important feature for Mangocam is...Continue Reading
The transaction recording feature is valuable in understanding the paths our critical business transactions take within our IT environment.Powered by IT Central Station
Valuable Features: CA CEM 's customer transaction view is valuable because it gives an insight into how our customers networks are...Continue Reading
We've had experience using dynaTrace, CA & Gomez but AppDynamics excels in terms of implementation, footprint & overhead.Powered by IT Central Station
Valuable Features: Ease of deployment- it's easy to instal and use. This is key for us. Low infrastructure overhead and footprint, which go...Continue Reading
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It's been a long journey, but are companies finally ready to incorporate the customer experience into their internal processes? Continue Reading
Company investments in contact center agents, facilities and technology can be an enemy to profits. The virtual contact center model may defray some costs. Continue Reading
Companies tend to focus on the events leading up to a sale. But research suggests that post-sale interaction is key for long-term relationships. Continue Reading
Problem Solve Multi-channel customer experience management Issues
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Your approach to customer data integration needs to be guided by another strategy to determine which information is relevant. Continue Reading
Many factors contribute to customer experience. Continue Reading
Strategies, trends and best practices for modernizing today's contact center are examined in this essential guide. Continue Reading