In my post yesterday on the CIM Forum blog I talked about my tribulations on a Halloween costume website. I needed information on what seemed to be erroneous sizing and didn’t want to call the contact center. What I wanted—and what the site lacked—was chat.
Continue reading "Is Cross-Channel Service Ready for Prime Time?" »
I don’t know about you, but I love online banking. I pay bills online, of course, but I’ve also opened accounts online; set up, changed, and cancelled recurring payments; researched account and mortgage options. The works. And in most cases it’s a better experience than the ones I’ve had in the branch. Not because the people aren’t friendly or helpful. It just significantly easier, more convenient, and less time consuming to self-serve.
That said, I, like many other banking customers, like integrated multichannel options. But, according to “Service Done Right: Why Great Online Customer Service Matters More than Ever,” a recent study conducted by IBM and Kana Software, a majority of the 72 financial services firms studied “fell into the lowest quadrant for lack of both the necessary online access channels or for having a channel that was ineffective.”
Continue reading "Study Finds Financial Service Firms Need to Invest in Service" »
Verizon is trying to shake of its image as a “stodgy old phone company” and reinvent itself as a contemporary broadband company, according to Mark Studness, director of Verizon’s online center of excellence, whom I recently saw present at the Frost & Sullivan Sales and Marketing Executive MindXchange.
To do so, the company is taking a multichannel approach to its marketing, especially when targeting 18- to 34-year-olds who are PC and broadband savvy. The company is using a mix of such channels as in-game “events,” multimedia content integration, sponsored online content, video- and podcasting, online communities, and online/offline integration.
Yesterday during Genesys Telecom Labs’ Analyst Conference Joe Heinen, vice president of corporate marketing, polled the analysts about customer interaction channels. About 30 analysts, representing such firms as Datamonitor, Yankee Group, Forrester Research, and Frost & Sullivan, were attending the event.
Heinen’s first question: Globally, what percent of customer service interaction will each channel have in 2008?
Flying to San Francisco yesterday for the Genesys Telecom Labs’ Analyst Conference I was reading background information on companies nominated to Genesys' Customer Innovation Awards. One common thread was their use of dynamic skills-based routing. This made me consider whether most contact center executives consider skills-based routing as the best option, or do some prefer to have all their agents trained to handle any and every call type.
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