West Monroe

OCTOBER 15, 2018

As we wrote about in our recent white paper, Contact Center of the Future: Conversational Bots and Empowered Agents , the role of the contact center agent will change tremendously in the years to come. As automation, bots, and AI reshape the landscape, inquiries directed to the agent will become more complex, and emotional in nature.

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Tricia Morris

SEPTEMBER 4, 2015

In a recent white paper , ThinkJar Founder and Principal Esteban Kolsky, agreed that this is a commonly heard frustration. Among the leading reasons for employees churning in any job is lack of proper tools – and this is even more prevalent in customer service.

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White Paper Engagement Customer Service 2015 85

Tricia Morris

OCTOBER 22, 2015

Notes analyst Esteban Kolsky in a recent white paper , sales benefits from employee self-service knowledge by being able to provide prospects with immediate information, whether that’s the latest sales or marketing promotion, new product information, or for existing customers, the status of a service request or upgrade.

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Comm100

APRIL 6, 2020

To offer omnichannel customer engagement, you need to be omniscient. You need to know everything there is to know about your customer and their issue. When it comes to providing the best, most personalized customer care experience, information is king. Free Download: Customer Engagement 2020 White Paper.

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Omnichannel Customer Engagement Engagement White Paper 52

Comm100

FEBRUARY 19, 2020

It’s important to remember though, having too many VIPs could overwhelm your support team and lower the quality of customer care, defeating the purpose entirely. On the other hand, deny certain customers VIP status and you could damage relationships or undermine loyalty. Free Download: Never Miss a VIP White Paper.

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COPC

NOVEMBER 5, 2021

Organizations are also prioritizing journey mapping when evaluating their customer touchpoints. By assessing their customers’ service journeys, customer care teams consider which matters should be addressed via chat versus which ones should go through other customer care channels.

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GetFeedback

FEBRUARY 15, 2019

The customer lifecycle has been written about plenty, but when it comes to NPS segments, we suggest focusing on these 5 key groups. They’ve either signed up for your trial, downloaded a white paper or ebook, or possibly just visited your website. Who are they? How to use NPS. These people haven’t made a purchase yet.

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Net Promoter Score NPS White Paper Feedback 150

Avaya

JANUARY 24, 2018

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services.

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ShepHyken

JULY 15, 2016

Tom Hoffman is Executive Business Editor at 1to1 Media where he’s responsible for overseeing the organization’s custom content operations. As part of his role, Hoffman works directly with clients on projects such as e-books, white papers, executive Q&As, case studies, and webinars. Hoffman, a graduate of St.

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Blog White Paper Customer Experience Customer Journey Mapping 79

Comm100

JANUARY 14, 2020

But these words all pointed to the same thing: the need for a CX solution that puts the customers above the channel, and harnesses technology to give agents the tools and visibility to deliver deeper customer care. Digital omnichannel is the next word in customer experience. Here’s what it means and how to put it to work.

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RapportBoost

NOVEMBER 15, 2018

When it’s done correctly, the customer should never notice that it happened. . That means more than just pointing the customer to a white paper. Scott Moberly is the Vice President of Business Development for GlowTouch Technologies , a global customer care right sourcing organization that puts people first.

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Tricia Morris

AUGUST 11, 2015

State of Multichannel Customer Service Report to view current customer expectations and preferences. Download the white paper from analyst Esteban Kolsky, Justifying Knowledge Management in Customer Service.

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Government Customer Service White Paper 2015 81

ShepHyken

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Social Proof.

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Social Media Customer Service Marketing Airlines 87

LiveChat

NOVEMBER 16, 2018

Good content is not just a formidable marketing tool, it’s also a great starting point for sorting out customers’ problems with your product. Content may be of many different types – blog posts, videos, white papers, case studies, and more. No one ever said that having a customer care number was a necessity to run a business!

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Qualtrics

MAY 22, 2019

This is integral to their overall experience management strategy, and ensuring customers are satisfied at each step of the journey. In this article, we’ll look at some of the best examples of customer care on social media, so you can understand how to provide the best care to your customers.

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Social Media White Paper Entertainment Brands 40

ClearAction

OCTOBER 4, 2015

." That shifted our thinking beyond our own self-absorption to thinking about our customers' jobs-to-be-done: productivity maximization, risk minimization, satisfying their customers, etc. We began to talk more about these customer care-abouts as our reason for existence and industry leadership.

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ClearAction

FEBRUARY 7, 2016

Customer Centricity. 70% of best-in-class adopters of customer experience management use customer feedback to influence strategic decisions, compared to half of industry-average organizations and 29% of laggards.(2). Customer Experience Strategy: 4 Overlooked Key Competencies white paper.

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Comm100

OCTOBER 17, 2017

Large corporations and small companies alike have had to either learn how to properly engage with customers over social media, or lose business as a result. This blog post will show you exactly why social media customer service is so important, and how social media support can help take your business into the future of customer care.

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Comm100

NOVEMBER 6, 2017

This white paper gives you some insights on product grouping, website focus, customer expectations, and live chat measurement that can improve your conversion rate. Have Customers Switch Channels. Takeaway: Be careful what you hashtag. Forget to Watch out for Trolls, Hackers, and Rogue Employees. Download Now.

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Social Media Customer Service White Paper Airlines 62

Hero Digital

OCTOBER 5, 2019

Here are some starter questions to consider as you prepare: What does the customer care about? Identify the key problems your products solve for—and dig deep into your customer research to make sure you’re covering all of your bases. Consistent messaging requires careful planning. .

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Comm100

OCTOBER 11, 2017

Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. This blog post will show you what makes a jointly-owned social media customer service strategy so necessary, and will walk you through how to implement one yourself.

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Social Media Customer Service Strategies Customer Service Download 49

SmartKarrot

DECEMBER 2, 2020

She has proven her spectacular works in content with an eclectic range covering blogs, eBooks, and white papers as well. Sue Nabeth Moore, Customer Success Leader. Being a thought leader in the space, her exceptional content is mostly fueled by real-life experiences.

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Customer Success 2021 White Paper Contact Center 17