Think Customers

JULY 2, 2019

Customer Contact Week—a conference focused on customer experience and customer care technology and trends—recently celebrated its 20th anniversary in Las Vegas. So, how has the customer experience evolved in the past two decades?

Contact Center 40

Contact Center Net Promoter Score 2003 Customer Journey Mapping 40

CSM Magazine

AUGUST 22, 2019

“The Customer Service Summit brings high-level leaders together from a variety of industries to learn from each other and network. We all have at least one thing in common – we’re passionate about Customer care. The board includes: EVP, Global Customer Care, Mastercard. SVP, Customer Success Group, McAfee.

Customer Service Strategies 40

Customer Service Strategies Customer Service Airlines Chief Customer Officer 40

TechSee

APRIL 4, 2023

Of course, you want to treat your customers with the proper respect, patience, and dare I say “love” that you would show to someone very close to you. Fifty years ago, this might have been an acceptable customer service strategy to use with your clients. How much time is saved with vision technology?

Customer Service 109

Customer Service Customer Care Technology Customer Service Strategies 109

Think Customers

MAY 12, 2015

Improving customer service isn't simply about throwing money at the problem or adding agents.

Customer Care 105

Customer Care Culture Customers Customer Service 105

CSM Magazine

SEPTEMBER 1, 2022

Conversations about the future of work, employee engagement and empowerment have been propelled to the forefront of customer service strategies. The incredible line-up of senior executive speakers includes: Vice President Customer Care, Showtime Networks. Vice President Customer Experience, HealthNet.

Webinar 52

Webinar Technology Customer Service Magazine 52

Call Experts

NOVEMBER 12, 2021

.” If the prospect of handling the increased customer service load over the holidays leaves your employees wary, here are 5 tips that can help you manage an influx in calls and requests, and help provide a positive customer service image. There are several benefits to outsourcing contact center services.

Customer Service 98

Customer Service Contact Center E-support Customers 98

Magellan Solutions

SEPTEMBER 29, 2021

Whether you hire in-house customer support for inbound or outbound contact center services or pay for outsourced IT call center services , you are paying each agent’s hourly rate, salary, training, and perks. . Consider whether your services require 24-hour availability or simply during office hours.

Call Center 98

Call Center Contact Center Telecommunications 2013 98

ijgolding

JANUARY 22, 2018

Encourage your employees (and yourself) to network with fellow customer experience professionals and establish a friendly communicative relationship. Present your employees with the ability to constantly learn and grow by sending them to a customer service convention or training session like Customer Contact Week.

2018 76

2018 Customer Experience Social Media Contact Center 76

Think Customers

NOVEMBER 1, 2021

It’s a common part of many contact center calls: the transfer. They have the potential to frustrate callers and associates alike – callers don’t like spending extra time on a call or, worse yet, having to repeat themselves; and associates worry about transfers’ effects on average hold times and customer satisfaction.

Net Promoter Score 52

Net Promoter Score Contact Center Average Handle Time Customer Satisfaction 52

CSM Magazine

JANUARY 27, 2021

According to a McKinsey study, 70% of buying experiences are based on how the customer feels they are being treated. The current situation has highlighted the need for a robust and deliverable customer service strategy. Blindster was founded by Kyle Cox, a Houston-based entrepreneur with a passion for customer service.

Customer Satisfaction 52

Customer Satisfaction E-support Retail 2010 52

Think Customers

JUNE 1, 2021

Industries that can particularly benefit from automation run the gamut: retail, healthcare, automotive, government, communications, travel and hospitality, financial services, and insurance. And RPA can help employees across the board in an organization: customer care, sales, finance, HR, supply chain, IT, and procurement.

Contact Center 52

Contact Center Automotive Hospitality Insurance 52

ShepHyken

APRIL 28, 2017

This makes it easy for an agent to form a connection with a customer and treat them like the individual they are. The right contact center technology for a SCV. By and large, the only way to ensure the personal connection customers demand is to tap into all the data that’s being generated every time they contact you.

Blog 90

Blog Customer Service Contact Center Customers 90

Natalie Petouhof

SEPTEMBER 12, 2018

” If you are wondering how AI can move the needle on the metrics you get measured on every day, below is a short guide on how to get the best business results when considering AI as part of your Customer Service strategy. Implementing technology without strategy makes us do the wrong things faster ! The result?

Customer Service 89

Customer Service E Commerce Average Handle Time Metrics 89

Think Customers

OCTOBER 28, 2020

Programing bots to collect basic information from customers to share with the associate also helps deliver faster and better support, with less effort. Build flexibility into the workforce The pandemic crisis proved that financial services employees can successfully work from home.

Financial 52

Financial Insurance Banking 2013 52

ShepHyken

OCTOBER 20, 2017

Christopher Connolly is the vice president of solution strategy for Genesys , the global leader in omnichannel customer experience and contact center solutions. He is based in the company’s regional offices in Miami and can be reached at christopher.connolly@genesys.com.

Blog 87

Blog Call Center Contact Center Omnichannel 87

CSM Magazine

FEBRUARY 21, 2022

In addition, unlike traditional or multichannel experience, it ensures higher customer satisfaction. Therefore, it is regarded as the new prescribed benchmark for a premier customer experience. The bridging of the natural and virtual world divide links contact center assistance and field trips. Mixed Reality.

Omnichannel 52

Omnichannel Touchpoint Customer Retention Consumers 52

Team HGS

AUGUST 22, 2017

Q2: What would you suggest as the first step in integrating bots into our customer service strategy? Lauren: Step number one always should be, analyze your top contact drivers. Then we get to how a bot can help address a particular question, inquiry, suggestion, or customer complaint.

Webinar 52

Webinar Customer Service Chief Customer Officer Average Handle Time 52

Think Customers

OCTOBER 11, 2021

The contact center industry is driven by customer experiences that are easy, difficult, joyful, stressful and everything in between. It’s incredibly important to take these everyday interactions from associates and customers and quantify them in a tangible way. Learn more about contact center metrics today.

Contact Center 52

Contact Center NPS Metrics Net Promoter Score 52

Talkdesk

DECEMBER 18, 2017

Recently, a McKinsey survey pointed out that text-based communications channels like web chat, social media and email will grow from 30 percent of all customer care interactions in 2015 to as much as 48 percent in 2020. to talk to customers and leveraging artificial intelligence to support the resulting volume growth.

Social Media 40

Social Media Magazine 2015 Contact Center 40

Natalie Petouhof

MAY 27, 2016

. • The Need for Inspiring Leaders to Orchestrate Customer Experience Initiatives-Upcoming. • Experience Management: How to Deliver Integrated Customer Experiences. • How Rackspace Creates the Next-Generation Customer Experience. • The ROI Of Agile Customer Care: Reduce Training and Easy To Add Channels.

Social Media 40

Social Media E-support E Commerce ROI 40

Call Center Pros

AUGUST 27, 2018

Customer Loyalty is a comprehensive resource for business people who are looking to improve customer service and satisfaction. The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience by Shep Hyken. What’s the Secret? DiJulius III.

Books 40

Books 2018 Customer Service Call Center 40

Comm100

FEBRUARY 16, 2018

Customer advocates and thought leaders agree: providing a friction-less experience for customers is moving from novelty to mandatory. That is why reducing customer effort was voted the number one priority for contact centers in 2018. Recommended for you: Is Your Contact Center Ready for the New Year?

2018 40

2018 2017 Customer Service Social Media 40

Comm100

FEBRUARY 5, 2018

It also helps reduce the amount of phone calls and emails received by contact centers. The result is lower queues, less friction in the customer experience, and reduced operational costs. This reduces queue time and takes pressure off live chat agents and contact center staff.

Social Media 49

Social Media Customer Engagement Engagement Marketing 49

Storyminers

JULY 6, 2020

Dan doesn’t just talk about customer experience; his fast-paced, energetic presentation style creates an experience for the audience that they’ll surely remember. Dan is the author of the book, Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media , a host of the Experience This!

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Dan doesn’t just talk about customer experience; his fast-paced, energetic presentation style creates an experience for the audience that they’ll surely remember. Dan is the author of the book, Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media , a host of the Experience This!

Customer Service 52

Customer Service Customer Experience Magazine Books 52