Multi-channel customer experience management News
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.
November 10, 2014
Customers increasingly expect Internet-of-Things-connected devices to undergird how companies do business. But challenges are holding it back.
October 21, 2014
From the Salesforce Analytics Cloud to the Sales and Service Clouds, Dreamforce 2014 attendees want ROI from their investment in Salesforce's platform.
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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
Multichannel marketing is the practice of businesses interacting with their customers through many different channels, meeting customers on the platforms that they prefer to use. Continue Reading
Evaluate Multi-channel customer experience management Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
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
Marrying front- and back-office data is becoming increasingly important to all sorts of business operations. Continue Reading
Contact centers are wrestling with how to incorporate new communication channels into their strategies while reducing costs and boosting efficiencies. Enter automation. Continue Reading
Product ReviewsPowered by IT Central Station
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
Most important feature is the real time application performance & capacity reporting - complete product that just works.Powered by IT Central Station
Valuable Features: We are using the SLA reporting, server monitoring and alerting, however the main and most important feature for Mangocam is...Continue Reading
We investigated New Relic & dynaTrace before choosing AppDynamics to easily identify & rectify application slowdownPowered by IT Central Station
Valuable Features: Stack trace of PHP calls through the application and timings of those calls. • Improvements to My...Continue Reading
Manage Multi-channel customer experience management
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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
Various technologies and strategies can help your contact center run more efficiently and enhance the customer experience. Continue Reading
Today's customer service requires that companies use the channels customers prefer. But customers still eye new channels like video chat suspiciously. 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