Omnichannel is one of those words everyone
uses, but few use correctly. It’s not another word for
multichannel. It’s a different state of existence.
In our experience, multichannel is the ability to interact
with customers across many different channels, but
not necessarily in a cohesive fashion. As new channels
become available, they are “bolted on” to existing
customer experience infrastructure such as CRM
or customer support systems. Too frequently, the
management of these channels becomes siloed (web
versus in-store sales, for example). The effect of this from
the customer experience standpoint can be disjointed
and jarring. For example, the resolution of an issue
following a customer conversation with an associate
in the contact center may not be reflected when the
customer goes online or into a store.
Yet the ability to offer multichannel service experience is
table stakes for today’s business. If you’re not available in
the channels where customers want you to be, you cease
In an age of tech-savvy customers and self-service channels, do companies still need to invest in contact centers and staff to provide support?
The answer is, yes.
Consumers have been trained to find the information they need on their own online or with their mobile device. But when they do pick up to the phone and reach out to customer service, they expect representatives to solve what are often complex questions. They expect human interactions.
This enormous shift in which customer service representatives are perceived as a last resort puts increased pressure on contact center associates who already have the odds stacked against them. The staff must be trained to quickly handle issues that frequently require access to a wide variety of information, but a lack of investment means many associates are often unprepared and lack the right resources to help customers.
To change the outcome, customer service representatives need the right training and tools to not only understand the issue,
Live Chat software can help you to increase online sales conversions and customer service productivity - if you use it correctly. To maximize your live chat ROI it's important to select the right live chat vendor. This PDF provides some essential tips that you should consider in making the best selection.
Business Service Management (BSM) is of growing importance in the IT world. By managing IT systems according to the business services they support - like order entry, online sales, shipping, or customer service - IT is able to deliver on real business goals like providing competitive advantage, improving customer satisfaction, driving revenue growth, and increasing shareholder value.
The arrival of 3rd party data is changing the landscape of online targeting. There is an influx of companies offering these services. But, what works with your business model? How do you evaluate the options?
THE QUESTIONS YOU NEED TO KNOW AND WHY:
• Is there high fidelity data?
• Is the provided data stable?
• Is your partner built to last?
• Does your partner use a transparent methodology?
Download our guide to evaluating data providers and find out the importance and relevance of these terms and conditions.
While the shift from disk to digital offers tremendous potential opportunities, it also presents a host
of new challenges for gaming companies. As the online channel grows increasingly complex and the pace
of innovation accelerates, many companies struggle to keep up. Not only are there websites and storefronts
to manage, but also real-time gaming servers, large software downloads, and live-streamed competitions and
events. Games are transforming from fixed, boxed products to dynamic, ongoing services – with frequently
updated content, in-game micro-transactions, virtual goods and social interactions. Mobile adds another
dimension to the trend, as consumers increasingly look to play on smart phones and tablets – or on multiple
screens across devices.
To successfully navigate this complex and changing landscape, gaming companies need an agile,
high- performance infrastructure that allows them to turn the Internet into a reliable and effective
online distribution channel. This requires f
The demands on IT today are staggering. Most organizations depend on their data to drive everything from product development and sales to communications, operations, and innovation. As a result, IT departments are charged with finding a way to bring new applications online quickly, accommodate massive data growth and complex data analysis, and make data available 24 hours a day, around the world, on any device. The traditional way to deliver data services is with separate infrastructure silos for various applications, processes, and locations, resulting in continually escalating costs for infrastructure and management. These infrastructure silos make it difficult to respond quickly to business opportunities and threats, cause productivity-hindering delays when you need to scale, and drive up operational costs.
Für viele Unternehmen stehen die Flexibilisierung und Agilität der IT-Infrastruktur ganz oben im Pflichtenheft. Immer mehr Geschäftsprozesse erfolgen online und in Echtzeit. Die klassische IT-Service-Delivery kommt zunehmend an ihre Grenzen und den IT-Abteilungen fällt es immer schwerer, die Anforderungen der Fachbereiche nach schneller und kostengünstiger Bereitstellung von ITRessourcen zu erfüllen.
Your online audience expects fast, flawless, secure experiences on any device in any location, every time. But whether you are delivering videos, your website, music, software or games, ensuring engaging online experiences from an increasing variety of devices around the world is a huge challenge.
Content delivery networks (CDNs) can significantly improve the user experience of your online audiences. But not all CDNs deliver the same level of service. Dos and Don’ts of Evaluating and Deploying a CDN provides tips on how to determine what is most important to your organization and how to choose a CDN that meets your needs.
Download this guide to learn:
The four major performance factors that can affect user experience
Why speed alone isn't an accurate measure of performance
How a content audit can identify performance bottlenecks
The role content storage can play in reducing costs and latency
How to decide what features are most important to your business
There are a number of factors contributing to the growing popularity of streaming live events or offering content on demand, from anywhere, any time, on any device. Live streaming major sporting events such as the Superbowl or the Olympics is now a viable alternative to broadcast TV. And as Limelight’s 2017 State of Online Video report reveals, the average number of online viewing hours is almost six per week. However, as viewer expectations continue to rise, keeping audiences happy and engaged isn’t easy.
In this white paper we discuss current trends and what to expect in 2018. We examine the role Content Delivery Networks (CDN) can play in optimizing the delivery of online video content at global scale, and the technologies available to ensure the lowest latency delivery possible.
Why sports leagues are enthusiastic about live streaming their events
How content distributers can differentiate their services
The apparent challenges of delivering live and on demand v
On 14 September 2019, new requirements for authenticating online payments called Strong Customer Authentication (SCA) will be introduced in Europe as part of the second Payment Services Directive (PSD2).
The changes introduced by this new regulation are set to deeply affect internet commerce in Europe. Impacted businesses that don’t prepare for these new requirements could see their conversion rates significantly drop after the enforcement of SCA.
This guide takes a closer look at these new requirements and the kinds of payments they will impact, including ways to use exemptions for low-risk transactions to offer a frictionless checkout experience. Download the guide to learn more.
As businesses continue to expand their online reach globally, user experience is one of the most important factors for building audience satisfaction and driving revenue. But whether you are delivering videos, web content or even ? les, ensuring engaging online experiences from an increasing variety of devices around the world, is a huge challenge.
Organizations have a number of methods for improving user experiences, one of which is leveraging a content delivery network (CDN). But not all CDNs deliver the same level of service. This guide will provide some tips on how to determine what is most important to your organization and how to choose a CDN that meets your needs.
Many companies that need to deliver content online at scale use Content Delivery Networks (CDNs) to improve performance. However,
even with a reliable CDN, there can be issues with service quality in different regions, insufficient capacity during peak periods, and lack of
resiliency and diversification. To address these concerns, some companies distribute their delivery load across more than one CDN, a concept
often called a multi-CDN implementation. In this paper, we’ll explore frequently-asked questions and best practices for implementing
multi-CDN workflows based on extensive experience.
Published By: Bloomberg
Published Date: Jun 11, 2012
Bloomberg Government (BGOV) is a unique online service that helps business and government leaders understand the business impact of government actions through a combination of in-depth analysis, best-in-class data, analytical tools, and award winning journalism, enabling better decisions. bgov.com
This International Study brought to you by Heiler Software AG and the Stuttgart Media University takes a deeper look into how to achieve measurable results in terms of margins, revenue, costs and product launches.
Multiple channel distribution is becoming increasingly important, irrespective of whether the businesses in question are B2C or B2B-focused. The key drivers are the long tail, multi-site and changes in category management. Find out more now!
Online video plays a critical role in today's digital marketing strategies for engaging with consumers. With a majority of U.S. web users regularly watching video, the potential for online video is clear: It can effectively drive clicks and conversions, turning casual consumers into loyal customers. Conversion is one of the most powerful and easily measurable benefits of video. A well-placed video supporting complex products and services can create up to a 90% conversion uplift.
Published By: Red Hat
Published Date: Jan 06, 2014
Interested in leveraging automation technologies and a cloud architecture to make developers more productive? Learn how PaaS can benefit your organization to help you streamline your application development, allow you to use existing infrastructure and improve operational efficiencies. Begin charting your path to PaaS with OpenShift Enterprise.