Extreme Engagement: USAN and ICMI Study Omni-Channel Service

What percentage of contact centers has a customer experience program? How will omni-channel impact live agent interaction? How will it impact first call resolution? These questions, and nearly 60 others, were explored by ICMI in a 30-page, USAN sponsored research report titled Extreme Engagement in the Multi-channel Contact Center. Learn more about it, and download... Read More

How Many Hoops Did You Jump Through Today?

When people talk about creating an omnichannel, they often talk about eliminating silos. As well they should, since it’s a major benefit of the omnichannel. But I thought I’d talk today about eliminating something else—all the hoops those silos make you and your customers jump through. And there are lots of hoops—even for a simple... Read More

Building Rome. Eating Elephants. Omni-Channel.

When it comes to implementing technologies, or finding new ways to connect technologies, taking a bite-at-a-time is the predominant best practice—for a lot of reasons. But here’s the question people often struggle with. Which bite do I take first? Your customers will tell you by their behavior, and this article helps you analyze the most... Read More

Omnichannel Commerce: A Big Deal for B2B

In recent blogs, I’ve repeated a phrase: omnichannel commerce. It’s not often used, but I didn’t invent it. I use it because it creates a clear distinction between what omnichannel is today—primarily a retail architecture—and what omnichannel will be when it matures: an architecture used in every category of business. (Fact check me on this:... Read More

Omni-Channel: No Rip, Replace (or Ripple)

One of the key buttons I’ll be pushing in the Omnichannel Blog over the coming months is the simplicity of moving to the omnichannel model. I’ll be returning often to the theme that the omnichannel is not a technology, but a way of thinking about technology. To transition to virtual desktops, or advanced disaster recovery,... Read More

Omnichannel vs. Multichannel—the Distinction is Clear

Search for “Omni-Channel vs. multichannel” and there are a lot of explanations as to what the difference is between them. Some are spot on; others are dense and circuitous and brimming with jargon—and not close to hitting the mark. This article distinguishes between the two and explains why the distinction is important. Read More

Omnichannel for 2015—It’s All in Your Mind

As one year ends and another begins, it’s customary to look both ways: behind us at the technologies and best practices of the past year, and ahead at what’s next. Omnichannel leaps to mind. If we look back, we see how retailers have embraced the omnichannel experience, and the clear value it’s brought to them... Read More

Go read up on Customer Experience Ecosystem Mapping

As a panelist at ICMI Call Center Demo and Conference, Ian Hunter spoke about channel agnostic business processes that enhance the customer experience. He explores the theme in greater detail here, and refers to some useful reading material from Forrester analyst Paul Hagen. Read More

Multi-channel customer self-service is the ultimate shopping cart

Empowering customers to help themselves, and deflecting routine customer transactions from your busy call center staff is the obvious result of implementing customer self-service applications. But making this happen across channels is the key, and requires more than just willingness to improve the customer experience. Read this article to get ideas how multi-channel customer self-service... Read More

Creating a Seamless Customer Experience Across Channels

How do successful companies provide a seamless experience for their customers across channels? With so many new communications channels and technology options - this is a more difficult proposition than ever before. Read this article to learn why a seamless experience can be a challenge to achieve, and to learn about USAN's solution for amazing... Read More

Improving the Customer Experience With Preferences

Customer preferences are becoming increasingly vital in customer satisfaction and loyalty. Customers prefer one channel for a certain type of interaction and other channels for different activities. Read this article to learn more about the value of customer preferences in driving loyalty and satisfaction. Read More