Thematic

APRIL 3, 2024

Use a Voice of the Customer (VoC) program to get a clear understanding of what they really want and expect from your business. It's about continuously listening to your customers through various channels and integrating that feedback into everything you do. By using their feedback to improve customer experience for all.

Social Media 62

Social Media Feedback NPS Insights 62

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. Additionally, the massive work from home phenomenon has altered employee perceptions about where and how work should be done. Getting Technology Right. Gen Z Has Arrived. AI That Works.

Contact Center 79

Contact Center 2022 Omnichannel 2025 79

Upstream Works

JUNE 10, 2020

This post is the first in a three-part series examining key issues to help omnichannel contact centers respond effectively during the pandemic. The rules of engagement are constantly changing, and for many, the contact center is the safest route to get clear answers. How Omnichannel Contact Centers Can Adapt.

Contact Center 78

Contact Center Omnichannel Customer Journey Engagement 78

Lumoa

JANUARY 8, 2024

It’s about making a strategic leap, not just keeping pace. Think about all the customer feedback we see – tweets, reviews, comments, surveys. Imagine the sheer volume of reviews it gets daily. And for them, this isn’t just about numbers; it’s about understanding the ‘why’ behind customer opinions.

Social Media 157

Social Media Feedback User Experience Insights 157

Kustomer

JUNE 7, 2022

We can’t hope that we will “get by” just a little longer with legacy CRMs and support tickets. We must embrace change and adapt quickly to meet today’s consumer expectations for a smart, omnichannel experience powered by a modern CRM—the key to scaling CX, meeting explosive growth, and adapting to change.

Customer Experience 98

Customer Experience E-support Omnichannel Contact Center 98

ShepHyken

SEPTEMBER 10, 2021

She writes about what customers expect from companies in 2021 and what they actually get. Estimations show that about 78% of consumers on a transaction did not choose to make an intended sale. . Personalized customer service is about treating people as individuals. Provide an omnichannel service experience. .

Customer Experience 99

Customer Experience Advertising Customer Expectations 2011 99

Think Customers

OCTOBER 4, 2021

Chatbots perform an important role in the omnichannel ecosystem, but chatbot platforms often keep the customer glued to one channel. Messaging takes the idea of web chat, simplifies it, and moves it to where consumers already spend their time – on their smart devices. Learn more about messaging and chatbots today.

White Paper 52

White Paper Contact Center Omnichannel Average Handle Time 52

Lumoa

JUNE 23, 2021

However, experts believe that these opinions will be quashed, and the dynamic between these organizations and their legacy solutions will be uprooted as soon as omnichannel communications become the norm, essentially becoming central to the contact center model.

Contact Center 83

Contact Center Omnichannel Social Media 2025 83

TechSee

FEBRUARY 2, 2022

As 2022 gets underway, new technologies are emerging that are helping call centers boost their service levels while still keeping a firm eye on their bottom line to ensure business continuity in a challenging economic environment. In today’s digital age, companies can get a 360? 5 Innovative Call Center Technologies in 2022.

Call Center 124

Call Center 2022 Technology Social Media 124

Playvox

JULY 31, 2023

When thinking about workforce management (WFM), often people think of forecasting and scheduling. Much of a team leader’s time is taken away from their key role of providing coaching and development to their people when they have to get involved in manual, immediate, repetitive, and cumbersome tasks like leave approval and shift swaps.

Management 85

Management Contact Center ROI Net Promoter Score 85

Magellan Solutions

MARCH 26, 2024

Outsourcing Customer Service: The Smart Move for SMEs So you’re a business owner, always on the edge trying to keep up with the competition. Training and Quality Assurance: You may also want to ask about the BPO’s staff training and quality assurance. This is a vital element as customers must get excellent service at all times.

Customer Service 52

Customer Service Multi-Channel E-support E Commerce 52

Magellan Solutions

MARCH 1, 2021

It turns out… Call centers are not telling you everything you need to know about them. And the only way to know these “secrets” they are keeping from you is to ask them directly about it. The truth is, there is more you need to know about call centers and below are some of them: Check if they have Free Trial Answering Services.

Call Center 52

Call Center Contact Center Omnichannel Social Media 52

CSM Magazine

JANUARY 15, 2021

Multichannel integration, to form that true omnichannel experience, involves getting back to the fundamentals of your consumers’ behaviour, then choosing channels based on what they really want. Omnichannel communication is a capability not a technology — and it’s a capability that starts with intelligent orchestration.

Omnichannel 103

Omnichannel Competitive Advantage 2019 Consumers 103

Comm100

JANUARY 23, 2023

Smart companies are spotlighting the employee experience, as much if not more, than they are on the customer experience. Customers will also be winners, as we can finally stop hearing about “higher than normal contact volumes” and get back to receiving the customer experience we want.” Find out more about Comm100 today.

2023 120

2023 Customer Experience E-support Customers 120

Gainsight

APRIL 10, 2023

DCS is a strategy to efficiently drive customer adoption, retention, and growth by providing a personalized user experience via omnichannel engagement. Digital CS is a key differentiator that can help companies win new business and scale efficiently to get a competitive edge. This is where digital customer success (DCS) comes in.

2023 59

2023 Customer Success Multi-Channel B2B 59

Think Customers

SEPTEMBER 27, 2021

Here are 3 ways to help potential owners get comfortable with EVs as a viable long-term option. Favorable government policies and growing consumer concerns about climate change were the primary drivers. Complementary markets such as the charging market are also experiencing rapid growth. What’s more, EV post-sales calls take 2.2

Automotive 52

Automotive Omnichannel 2030 Touchpoint 52

SurveySparrow

JULY 20, 2022

There are steps, and then there are more steps, and only after that… we get to the good part. Wait, before you get irritated with this back and forth, we’re saying that the good part about analysis on Google Forms is the pie charts because of their comprehensive information. Don’t worry about that. Omnichannel Feedback.

Omnichannel 52

Omnichannel Hotels NPS Information 52

Lumoa

JANUARY 24, 2024

If you have, you must know how exhausting it can be to get help with the simplest of requests. I remember spending over 40 minutes trying to get change for a €20 bill in Paris until a kind stranger finally understood what I was asking for. Harvesting Rich Data : With this tool, you get more than just numbers; you get stories.

Feedback 83

Feedback Net Promoter Score 2024 Metrics 83

CSM Magazine

OCTOBER 12, 2022

This allows customers to get a feel for how the furniture will look and fit in their space, without having to actually bring it home. Chatbots are particularly well-suited for customer service because they can handle large volumes of inquiries without getting overwhelmed. Omnichannel Support. Internet of Things (IoT).

Technology 52

Technology Customer Experience Social Media Customer Journey Mapping 52

NetBase

JULY 15, 2020

As a brand that is about much more than the products it sells, Lululemon sells itself as a lifestyle. Lululemon is setting the bar when it comes to OmniChannel experiences. And here are some fitness industry stats to get your blood pumping: The fitness industry is valued at over $82b USD. How can your brand follow suit?

Social Media 60

Social Media Omnichannel Retail Consumers 60

transcosmos Information Systems

JANUARY 29, 2017

Then, about three to five years earlier, we started seeing businesses get serious in scaling up their customer support to be attuned with the web technology era. Omnichannels are good for as long as customers can manage them. Getting personal in customer support is yet to be accomplished.

Social Media 85

Social Media Omnichannel 2017 Innovation 85

Upstream Works

JULY 17, 2019

In an instant we can get multiple quotes from different sources – all without even having to speak to anyone. And we can simply hop onto social media to review honest feedback from real customers about a brand before we commit to spending our hard-earned dollars with them. That means if they call you on the phone, answer them.

Customer Care 60

Customer Care Contact Center Omnichannel Social Media 60

Bold360

APRIL 30, 2020

Artificial intelligence is a computer-based technology whereby “smart” software can do some of the work of humans. The conversational AI thus gets “smarter” from experience, just as your best human agents do (and from the same source material: real-life customer interaction). . Conversational AI and “Blended” Service Delivery.

Customer Engagement 66

Customer Engagement Engagement Omnichannel Interaction 66

BirdEye

NOVEMBER 20, 2023

Thanks to smart referral marketing software tools, it’s now easy to implement referral programs that drive results. Here’re a few compelling reasons why referral marketing holds potential as a growth strategy: Building trust: Referrals originate from trusted sources instilling confidence in new customers about your business.

E Commerce 64

E Commerce Marketing Multi-Channel E-support 64

Interactions

MARCH 28, 2019

This means that AI, and machine learning, are only as smart as we teach them to be. The road to omnichannel needs to scale. Although the move towards omnichannel, or the ability to switch channels while maintaining context and personalization contact centers, is an ongoing trend, progress has been slower than anticipated.

Customer Engagement 63

Customer Engagement Engagement Contact Center Omnichannel 63

SurveySensum

DECEMBER 4, 2023

Getting Everyone Involved: Encourage all the front-line employees to gather feedback actively. Strategy 2: Collecting Feedback from Diverse Channels Why is gathering feedback from different places important when asking people about something, like a product or service? The answer is clear – your customers are everywhere.

Feedback 52

Feedback Social Media Net Promoter Score Culture 52

Ecrion

JULY 29, 2019

Plus, as it’s roughly five times more expensive to get a new customer than to keep an existing one, this constant cycle can seriously eat into your company’s profits. What if you investigated the reasons why you’re losing customers and decided to make smart, affordable changes that help to extend the customer lifecycle ?

Customer Journey Mapping 52

Customer Journey Mapping Omnichannel Social Media Customer Journey 52

Kitewheel

FEBRUARY 26, 2020

Real-time omnichannel customer journeys are becoming the norm. Over-communicating by text can increase a creep factor, as can instant responses driven by omnichannel activity. To combat this, you need to use smart decisioning tools that can help you send the right message at the right time and know when not to send a message as well.

Omnichannel 52

Omnichannel Customer Journey Retail Customer Service Representative 52

Magellan Solutions

OCTOBER 11, 2020

Below, we round up the top benefits of sales outsourcing and how you can get the most out of it by finding the best outsourcing provider: . By having these experts at your disposal, you experience both worlds of having the right tools and knowing how to get the most value out of them. Improve your omnichannel customer engagement.

Sales 52

Sales Omnichannel Call Center Marketing 52

Playvox

JANUARY 12, 2023

By tracking the right metrics and using smart technology, you can keep a close eye on your agents’ success and productivity — without becoming Big Brother in the process. Related Article: How WFM Tools Create Success for Omnichannel Contact Centers. Related Article: 5 Ways Contact Center Managers are Adapting to Remote Work.

Contact Center 69

Contact Center 2022 Metrics Article 69

Kayako

DECEMBER 20, 2018

Without keeping track of your performance, you won’t get far – you need the data to back up your decisions otherwise, it’s nothing more than a shot in the dark. Measuring the right KPIs gives you the right information about your business ventures and your customer. CX is omnichannel. Here’s why.

Customer Experience 51

Customer Experience Omnichannel Measurement Interaction 51

Kitewheel

JUNE 8, 2021

For businesses, it’s a smart investment. One of the trends in customer journey management, CX, and martech has been the adoption of omnichannel, multi-channel, or cross-channel approaches. Even though new projects tend to use fewer channels as they get started, this growth indicates a demand for more connected customer journeys.

2021 83

2021 Customer Journey Multi-Channel 2020 83

Integrity Solutions

OCTOBER 27, 2021

Differentiating on service isn’t just a smart strategy for growth; increasingly, it’s a survival strategy. Being customer focused goes far beyond just about what you do; to be part of the fabric of your organization it’s also about your attitudes, values and beliefs. Why Excellent Customer Service Matters. Really heard.

Customer Service 67

Customer Service Banking Customer Service Training Culture 67

Lumoa

AUGUST 25, 2020

Do they care about what you have to say? And most importantly, if it’s an area you’re struggling in, how can you get better at it? By the time we’re through, you’ll have a clear understanding of how to improve your customer engagement and ways to quickly get started. Everyone gets a ton of emails. Do they love you?

Customer Engagement 83

Customer Engagement Engagement Social Media Net Promoter Score 83

ShepHyken

JANUARY 8, 2018

I have added my comment about each article and would like to hear what you think too. I’ve read dozens of articles (and written a few myself) about the trends and predictions for the new year. Bots are about to get better at customer support than humans by Michael Sikorsky and Rita Gunther McGrath.

2018 0

2018 Article Customer Service Contact Center 0

Bold360

JULY 27, 2020

At a basic level, customers are looking to the brands and businesses they interact with to get their needs met, but customer needs now extend far beyond just products and services. Smart brands map out the entire customer journey, including all the digital and human touchpoints, with an eye toward ensuring no micro-moment gets neglected.

Customer Engagement 52

Customer Engagement Engagement Touchpoint Customer Journey 52

Kustomer

MAY 5, 2020

Get in and get out.” Think about it this way: what if your organization delivers the only social interaction an individual will experience for a full day? Instead, it’s time to get smart about the channels you employ to manage customer interactions, and it’s time to invest in a fully-fledged omnichannel experience.

Customer Service 52

Customer Service Omnichannel Airlines Document 52