The Keys to Delivering an Omnichannel Experience for the Always Connected Consumer - CUSTOMER

CUSTOMER : 12/10/2014 eNewsletter   Latest Featured Articles » The Keys to Delivering an Omnichannel Experience for the Always Connected Consumer Customer experience is the new super differentiator in the digital world; but with consumers using multiple devices simultaneously and often crossing channels to complete a task, delivering a superior customer experience is challenging to say the least. What's more, customers are demanding that enterprises know exactly what they need, how they want to be served, and what previous interactions took place in different channels so they not only understand the content, but also the context in every customer interaction. Needless to say, most enterprises are unprepared to meet these demands, and need a new playbook. » Studies Show Remote Agents More Productive, More Satisfied It's fair to say that many office managers tend to look askance at the prospect of remote workers. After all, if there's no one there to watch them, how can anyone be sure they're actually working and not lolling the day away, watching Soap Operas on TV? » Companies Announce Plans to Bring Call Center Services Back Home With a changing economy and the demand for better customer service, more companies are starting to move their call centers back to US soil. » Keeping Customer Top of Mind: CRM in 2015 Delivering the best possible service and experience to a customer is the only way to ensure lasting, meaningful relationships in today's highly competitive market. » As Social Networks Dominate, Customer Care Remains Critical Thanks to the evolution of modern technology today - nothing is what it used to be. From the way we live to the way we communicate and even how we do business, has all changed thanks to modern advancements. » What to Expect for the Hosted Contact Center and Beyond in 2015 Analytics will be a key focus for all players, especially when the information is captured in real-time. Customer expectations are intensifying and those customer service centers unable or unwilling to keep up will be left behind. Such information will allow leaders to remove barriers to service and hone in on those elements that drive the best outcomes. Top Stories » CRM Needs to Go Beyond Software » Customer Care Technology Helping Score Touchdowns beyond the Call Center Walls » Tennessee Call Center Offering Big Wages to Employees » Columbia Fines Cell Providers for Poor Customer Service » Richmond Housing Partnership Picks Microsoft Dynamics CRM via Advanced ConsultCRM Featured Channels » Customer Experience » Hosted PBX » IP Communications Featured Resources » Tech Talk & Trends: A Short (5-Point) Glossary for Keeping Up With Customers » Making the Right Call: Key Factors to Consider When Choosing a Contact Center Vendor » Simplify the Software Experience on Any Device with Consumer-Style Apps » Jump-start Your New Year with the Right Content Strategy Advertise With Us General advertising Info: Click here    Become a CUSTOMER columnist! Become a TMCnet columnist! Want to contribute your expertise to a growing audience of technology professionals? Become a writer, blogger or columnist for the TMCnet Web site and this newsletter. Contact TMCnet Group Editorial Director, Erik Linask, at elinask@tmcnet.com for details.

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