SaleMove

JANUARY 20, 2021

In our previous blog in The Times They Are a-Changing: Talent in the Contact Center Series , we discussed how virtual agents, or bots, are transforming the contact center workplace, pushing live human agents to become strategic troubleshooting experts and managers to become agent coaches. Who’s responsible to oversee the bots?

Virtual Agent 98

Virtual Agent Contact Center Management Technology 98

COPC

NOVEMBER 5, 2021

Plus, they can potentially convert and retain their organization’s customers if they have a positive experience. When organizations understand which metrics should be measured, they can maximize ROI on this digital touchpoint and use KPIs to adjust staffing models to optimize chat performance. Did you know COPC Inc.

Contact Center 52

Contact Center Workshop White Paper 2021 52

Natalie Petouhof

JUNE 12, 2015

Tweet Social Customer Care has become an expectation amongst consumers. Don’t waste the time, energy, money on creative, content and campaigns without taking into consideration if you are solving your customer care issues. Speakers: Jessica Woodbury, Sr.

Customer Care 58

Customer Care Social Media Connections Marketing 58

Lithium

SEPTEMBER 29, 2022

The frustrations of dealing with the various customer care teams aren't generally baked into their travel plans. This is how a brand does stellar customer engagement. For customer Care, it’s quite simple. All of these turn directly into cost savings and higher ROI by deflecting calls to your contact center.

Hospitality 52

Hospitality Brands Travel Airlines 52

Natalie Petouhof

APRIL 26, 2016

What’s interesting – and if you follow me, you know I am an ROI gal – is that GM was able to trace their social interactions to actual car sales. This new case study shows the depth and strength of how GM is taking advantage of what social media can provide to the business.

Social Media 56

Social Media Engagement ROI Customer Care 56

InMoment XI

NOVEMBER 2, 2021

Creating tangible value for your business—and that means proving that sometimes elusive CX ROI. We’ve packed this blog with information on each pillar, examples of programs who have found success in that area, and assets you can leverage to mirror that success in your own program. And if that sounds familiar to you, that’s okay!

ROI 260

ROI White Paper Customer Retention Feedback 260

Lithium

DECEMBER 6, 2022

If you haven't signed up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Sign up today !

2022 52

2022 Social Media 2023 Roadmap 52

SaleMove

JANUARY 20, 2021

In our previous blog in The Times They Are a-Changing: Talent in the Contact Center Series , we discussed how virtual agents, or bots, are transforming the contact center workplace, pushing live human agents to become strategic troubleshooting experts and managers to become agent coaches. Who’s responsible to oversee the bots?

Virtual Agent 52

Virtual Agent Contact Center Management Technology 52

BlueOcean

FEBRUARY 7, 2019

How do we use that data to improve the customer experience? We get it; earning executive buy-in on the decision to outsource your contact center usually includes a discussion about ROI. But calculating how the costs of your customer service solution make an impact on your bottom line can be complicated. appeared first on.

Metrics 219

Metrics Customer Care 2019 Measurement 219

Gainsight

MARCH 21, 2019

In fact, a great customer experience can mask underlying risk. We think about it like this: On the two-by-two, the x-axis is outcomes, or you could call it ROI or business value realization—is the customer achieving their desired outcome with your product or service? The y-axis is experience—does the customer like you?

ROI 78

ROI Webinar Return on Investment Customers 78

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.

Customer Experience 118

Customer Experience White Paper ROI Financial 118

Lithium

JUNE 11, 2019

Outline of Topics covered: Common settings for discussion styles, including Forums, Blogs, Ideas and the Tribal Knowledge Base. Learn how to best engage with customers on the social web. Understand why Marketing and Customer Care are merging. ROI Connection. Prerequisites : None. Permissions and roles.

Workshop 40

Workshop 2018 Social Media ROI 40

Lithium

JUNE 11, 2019

Outline of Topics covered: Common settings for discussion styles, including Forums, Blogs, Ideas and the Tribal Knowledge Base. Learn how to best engage with customers on the social web. Understand why Marketing and Customer Care are merging. ROI Connection. Prerequisites : None. Permissions and roles.

Workshop 40

Workshop 2018 Social Media ROI 40

Lithium

JUNE 11, 2019

Outline of Topics covered: Common settings for discussion styles, including Forums, Blogs, Ideas and the Tribal Knowledge Base. Learn how to best engage with customers on the social web. Understand why Marketing and Customer Care are merging. ROI Connection. Prerequisites : None. Permissions and roles.

Workshop 40

Workshop 2018 Social Media ROI 40

Natalie Petouhof

MAY 27, 2016

. • Customer Experience IOT in the Automotive Industry-Upcoming. **. Digital Transformation: Customer Engagement, CRM, Innovation, Customer Experience, Customer Service, The Cloud and Analytics. • ROI Of Customer Service & Customer Experience. • ROI of Social Customer Service- Upcoming. •

Social Media 40

Social Media E-support E Commerce ROI 40

Amity

NOVEMBER 6, 2017

There is still time to reframe your approach, but first things first, you need to get this customer on a call. Below are some useful tips to get unresponsive customers to finally get back to you. There’s nothing like a sneak peek to make a customer feel special. Ty Magnin, Appcues' Blog. Most people(.)

Roadmap 81

Roadmap Blog Metrics ROI 81

Lithium

AUGUST 3, 2022

Since the beginning of the marketing and advertising era, it has been notoriously difficult to prove the ROI of any given campaign. We sat down with Matt Deluca, Khoros Director of Strategic Services, to better understand when cost-cutting makes sense, and how to understand the varying ROI of the marketing world. Parker Hicks.

ROI 52

ROI Marketing Social Media Advertising 52

Opinionator

JANUARY 8, 2021

The power of ROI (return on investment) is undeniable when measuring customer experience. Even a small increase in positive customer experience (CX) can propel your revenue to new heights, increasing company profits considerably. A high ROI ratio is what companies look for. What is Customer Experience? Advertising.

ROI 98

ROI Customer Experience Advertising Return on Investment 98

CustomerSuccessBox

APRIL 19, 2022

This enables marketers to rise above opens and clicks and connect campaign performance to customer experience goals and business objectives such as revenue, cost, and retention. Customer Care and Customer Service Team. Scaling success within Customer care and service effort is a nerve-wracking deal.

Customer Journey 52

Customer Journey Metrics Touchpoint Advertising 52

Pointillist

SEPTEMBER 10, 2020

Journey orchestration is most successful when embedded within a comprehensive customer journey management approach, which enables teams across your organization to improve CX and business outcomes simultaneously. The customer care team oversees the call center, IVR, chat and other customer service channels.

Customer Journey 128

Customer Journey Touchpoint Interaction Customers 128

Natalie Petouhof

SEPTEMBER 1, 2016

Webinar: ROI of Social Customer Car e Sept 6th @clarabridge [link] #custserv #CX. Think ROI of Social #custserv can’t be calculated? Tweet It’s a busy fall and I hope to see you all out there, whether in person or on a webinar. Here’s some of the places I will be: 1. Here’s the report: [link] ). *.

ROI 40

ROI Webinar Management Customer Service 40

Horizon CX

MARCH 19, 2022

For some strange reason that 10% statistic is popping up more lately—like the recent Bain & Company survey that indicated only 10% of business leaders believe that the primary purpose of their firms is to maximize value for customers. But I digress, that’s another topic for another blog. I tried that to no avail.

Customer Journey 52

Customer Journey Touchpoint Seminar Average Handle Time 52

NICE inContact

MAY 12, 2017

In 2017, it became increasingly clear that tracking a customer’s journey needs to be part of a broader corporate imperative to coordinate marketing, selling, service and customer care. The post Enterprise Connect 2017: Contact Center Round-up appeared first on inContact Blog.

Contact Center 48

Contact Center 2017 Connections 2020 48

Opinionator

JULY 21, 2019

is this old-school approach that is ineffective for judging customer experience. Customer Radar Retail Blog. After all: Asking fake customers. Lack of ROI – Not only is it expensive, but there is little evidence that mystery shopping brings in much return on investment. Maze – Australia.

Return on Investment 69

Return on Investment Retail Feedback Measurement 69

Natalie Petouhof

AUGUST 13, 2015

Operationalizing Social Customer Care on Twitter. One way to operationalize a brand’s ability to track and interact with Customer Service and Twitter is to consider Twitter’s new data and functionality to create improved and transformative customer service solutions for brands. What’s your take on Social Customer Care?

Customer Service 91

Customer Service Social Media Airlines Hotels 91

Team HGS

SEPTEMBER 30, 2019

Speaking of CX—this October 1 is CX Day—a calendar date dedicated to celebrating the professionals and companies that make great customer experiences happen. So this is perfect timing for a blog about how contact centers play an essential role in brand storytelling. Every day, we build brand storytelling success.

Brands 40

Brands Social Media Contact Center 2006 40

Integrity Solutions

MARCH 3, 2020

For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series. If you can spread it in your organization, the ROI is extraordinary.” Empowering Your Contact Center Managers to Act. As Samsonite’s Cimini puts it, “The power of coaching can’t be underestimated.

Contact Center 59

Contact Center 2018 2019 Culture 59

BlueOcean

FEBRUARY 27, 2018

You are out there setting the standard for others to follow (And please, get in touch so we can get you signed on for a guest blog spot). If you answered “no, our social customer care is most definitely not kicking ass” – don’t worry, you’ve come to the right place. Social Customer Care Cannot Be Ignored.

Social Media 199

Social Media Customer Service Contact Center ROI 199

Natalie Petouhof

JULY 16, 2015

One way to show they care is by providing better customer care. The value great customer service and customer experience has long been an underestimated value proposition in companies- even though people like me have created dozens of customer service and customer experience / social and digital media ROI models.

Customer Service 63

Customer Service ROI 2014 Brands 63

C3Centricity

MARCH 15, 2018

If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not 10x the ROI of your data. Yes you have data and information, but if you’re a regular reader of my blog, you will know that you have to turn these into knowledge and understanding, and then into actionable insights. The Opportunity.

Retail 82

Retail Information Consumers Connections 82

Pointillist

MARCH 20, 2020

Customer Journey Analytics Example #2: Measure and Improve CX Customer experience, analytics and marketing professionals across industries report that measuring CX is one of the top five biggest challenges encountered today.

Customer Journey 70

Customer Journey Insights NPS Banking 70

C3Centricity

MAY 25, 2020

Or worse, they invest in the latest platforms and systems in the hope that using technology to understand customers will help them with their knowledge void. If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not getting 10x the ROI from your data. Is this your case? The Opportunity.

Technology 77

Technology Information Consumers Retail 77

GetFeedback

MAY 2, 2019

It’s really hard to justify a CX budget or initiatives to the Executive team or Board when you can’t demonstrate the huge ROI awaiting the organization…. The following sections come from Kapiche’s eBook: “ What’s the Real Value of Customer Experience? Why your leadership should care about CX. Image via Kapiche.

Net Promoter Score 261

Net Promoter Score ROI 2018 NPS 261

CSM Practice

JANUARY 17, 2017

To try and assess the answer to this question, I interviewed Noy Bar, Americas Region Customer Success Manager at HP Enterprise and Anna Connell, Sr. Customer Success Managers are trusted business value advisors that ensure customers receive ROI – Tweet this! #3. Director of Global Subscription Sales at Proofpoint.

Customer Success 40

Customer Success Metrics ROI Customers 40

Natalie Petouhof

APRIL 6, 2016

Organizations are battling each other to deliver the best customer experience for the right customer at the right time in the right channel. Customer service and customer engagement now play key roles in digital transformation strategy. However, leaders often stigmatize customer service or customer care as a cost center.

Social Media 45

Social Media Customer Care Customer Satisfaction Customer Service 45

SurveySparrow

JANUARY 19, 2023

An ROI of 293.66% Yes, Brazilian company Klickpages got an increased ROI of 293.66% by using a thank you page in its lead capture forms. Call-to-Actions (CTAs): The final component is an effective call-to-action (CTA) to move your users onto a desired step in your sales/customer journey. Thank you for finding time for it.

ROI 52

ROI Download Feedback Customer Care 52

SurveySparrow

JANUARY 19, 2023

An ROI of 293.66% Yes, Brazilian company Klickpages got an increased ROI of 293.66% by using a thank you page in its lead capture forms. Call-to-Actions (CTAs): The final component is an effective call-to-action (CTA) to move your users onto a desired step in your sales/customer journey. Thank you for finding time for it.

ROI 52

ROI Download Feedback Customer Care 52