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omnichannel

Woman Using SMS on Smartphone While Clothes Shopping
  • Business Trends - CX

Getting Your Contact Centre SMS and Other Messaging Right

Your customer support effort is often the first impression that people interested in your products and services get, so it’s important that it stands out for the right reasons.  Many … Read more “Getting Your Contact Centre SMS and Other Messaging Right”

Chris Goryn new-362
Chris Goryn Author
modern man using mobile connection reach calling video calls chatting technology working from home t omEBRA
  • Business Trends - CX

Call Deflection: A New Direction That’s Not Just an Excuse, but the Key to Great Customer Service

“Unprecedented demand”, “Uncertain times”, “New Normal” and “Delays in responding to your enquiries” are tedious, vacuous, insincere pronouncements we heard ad nauseam from many companies as we attempted to contact … Read more “Call Deflection: A New Direction That’s Not Just an Excuse, but the Key to Great Customer Service”

Gerry Brown
Gerry Brown Author
smiling young woman holding product in supermarket and searching on the phone
  • Business Trends - CX

Shopper and Retail Employee Communications Roundup

Many industries are in the midst of a massive transformation, driven by the shift to cloud, the evolution of the workplace, and a pandemic that changed the way we connect … Read more “Shopper and Retail Employee Communications Roundup”

zofia
Zofia Bobrowicz Cohn Author
photo of Man busy answering lots of phone calls from a desk with many phones on it
  • Contact Centre

Give Your Contact Centre a Break from High Call Volumes

Since COVID-19 crisis disrupted just about all walks of life, companies that have traditionally had telephone lines as their primary customer support channels are now looking to add modern ways … Read more “Give Your Contact Centre a Break from High Call Volumes”

thumbnail Patty Yan
Patty Yan Author
omni digitalstrategy
  • Business Trends - CX

What is an Omni-digital Customer Engagement Strategy?

In 2007, the arrival of iPhones and Facebook in our personal lives has completely changed the way we communicate with people. The use of social and messaging channels completely modifies … Read more “What is an Omni-digital Customer Engagement Strategy?”

Julien Rio Profile
Julien Rio Author
Pop upstore
  • Retail

Prospering With Pop-Up Stores

During fashion week in London’s Soho district this past February, Lego opened a pop-up store with nothing in it. Well, nothing except for a pedestal displaying a QR code. When … Read more “Prospering With Pop-Up Stores”

Andrew Gaffney
Andrew Gaffney President/Founder at Retail TouchPoints
Personalisede shopping
  • Retail

Retailers Get Personal With Consumers – And It’s Paying Off

Personalisation pays. Boston Consulting Group found brands creating personalised experiences are seeing revenue increase two-to-three times faster than those that don’t. Gartner predicts a 15% profit boost by 2020 for … Read more “Retailers Get Personal With Consumers – And It’s Paying Off”

Andrew Gaffney
Andrew Gaffney President/Founder at Retail TouchPoints
Skyhigh Enterprise-ready
trustwave
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