Customers That Stick

NOVEMBER 10, 2014

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. While buzzwords and strategies that fall out of favor after a few years are often hard to spot in real-time, the importance of omnichannel strategies seems likely to stand the test of time.

Omnichannel 147

Omnichannel 2014 Blog Mobile Customer Service 147

Experience Investigators by 360Connext

JUNE 4, 2015

I hosted a webinar last week about digital experience. The customer craves a truly seamless omnichannel experience. Jumping back and forth between an Android mobile phone and a Mac laptop and the PC in the office should offer the same experience. These are make or break experiences for your customers.

Omnichannel 219

Omnichannel Customer Journey Mapping Webinar Customer Journey 219

NICE inContact

JANUARY 16, 2018

When it comes to delivering exceptional customer experiences, true omnichannel service and quick resolution go hand-in-hand. While the CX Transformation Benchmark Study reveals the emphasis customers place on wanting omnichannel service, it also found that the leading indicator of successful customer service is speed.

Customer Experience 96

Customer Experience Omnichannel Contact Center Touchpoint 96

NICE inContact

JUNE 26, 2019

One top demand is for true omnichannel customer service , no matter the channel. We reported in the 2018 NICE inContact Customer Experience (CX) Transformation Benchmark that 91% of consumers expect a seamless omnichannel experience. Afterall, delivering on the omnichannel promise takes some effort.

Omnichannel 59

Omnichannel Contact Center 2018 2019 59

Upstream Works

JANUARY 31, 2023

As 2023 unfolds, a key theme for contact center leaders to watch is reinforcing the connection between customer experience (CX) and agent experience (AX). CX must always remain the primary focus for the contact center –this recent blog post identified two 2023 trends that will have a major impact on CX.

2023 78

2023 Contact Center Customer Journey Mapping Touchpoint 78

CSM Magazine

DECEMBER 21, 2021

Ross Daniels at Calabrio has a simple but effective checklist to humanise the customer experience using the latest tech innovations. In our last blog, we revealed how customers crave speed, convenience and emotional empathy when interacting with their favourite brands, a paradox that threatens the status quo of today’s contact centre.

Technology 59

Technology Average Handle Time Omnichannel Blog 59

Uniphore

DECEMBER 7, 2021

with some creativity and a lot of data insight, retail customer experience (CX) leaders can overcome many of these holiday season challenges.?Here’s Here’s what you need to know to stay ahead. Think logical alternatives to delayed products, well-planned communication and better in-store experiences.

Retail 52

Retail Omnichannel Customer Service Representative 2021 52

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. How to overcome those challenges?

2018 141

2018 Customer Experience Competitive Advantage 2017 141

NICE inContact

MAY 16, 2019

In fact, 91% of consumers want seamless omnichannel across messaging and real-time voice and chat. Yet when it comes to interacting with companies, what comes natural in our personal lives becomes nearly impossible in our consumer lives. Consumers today expect to interact with companies via a variety of digital channels.

Omnichannel 54

Omnichannel Contact Center Consumers Interaction 54

Upstream Works

SEPTEMBER 5, 2019

The world of customer experience management is expanding and growing in complexity at an alarming rate. Many of the customers eying up solutions today are voice-only call centers who understand they need to digitally transform – but it can be difficult to know how to do that without an understanding of what it really means.

Contact Center 60

Contact Center Technology Omnichannel Call Center 60

NICE inContact

OCTOBER 11, 2019

An omnichannel experience – consumers expect it and businesses admit they aren’t great at delivering it, so why aren’t they investing in improving it? The surveys were administered as part of our latest research project, the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark.

Omnichannel 48

Omnichannel Contact Center 2019 Download 48

NICE inContact

JULY 5, 2019

It’s all about customer service and customer experience (CX). This was a great opportunity to meet customer service leaders from all over the world and hear what they are up to “on the frontlines” in their contact centers. In this blog, I share some highlights from the show. In this blog, I share some highlights from the show.

Contact Center 55

Contact Center Omnichannel Demo Innovation 55

Comm100

JANUARY 5, 2022

Not all live chat platforms are created equal, so to make sure you pick the right vendor, this blog will take a look at: The top 4 factors to consider when choosing a live chat provider The best live chat providers for government websites on the market. Excellent user experience . CRM integration . Custom routing .

Government 80

Government 2002 Omnichannel Download 80

Upstream Works

JANUARY 9, 2020

That’s a lot of ground to cover, but these are the core building blocks for delivering a great customer experience – CX – all the time. That’s just the first step in creating a great CX, but what matters next is how the agents respond once the interaction begins with the customer.

Contact Center 78

Contact Center Omnichannel 2020 Communication 78

Hallmark Business Connections

FEBRUARY 23, 2021

What’s more, the physical aspect of something such as a flyer or mailer postcard provides a deeper level of engagement, enhancing the customer experience and capturing an individual’s attention long enough to get your message across. Besides this, mail can be a welcome change in the current environment. Know Your Audience.

Marketing 91

Marketing E Commerce Omnichannel E-support 91

Lumoa

JANUARY 24, 2024

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. After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback!

Feedback 83

Feedback Net Promoter Score 2024 Metrics 83

CSM Magazine

JUNE 24, 2021

In his final blog in the Connected Enterprise series Ross Daniels at Calabrio discusses the role of the contact centre. . In the first two blogs in this series, we set out to define what it really means to be a Connected Enterprise, identifying the top three characteristics that all connected organisations share.

Connections 52

Connections Customer Connectedness Call Recording Omnichannel 52

OpinionLab

MAY 4, 2017

In my last post , I said listening to customers and capturing feedback across all channels is a crucial step to delivering great customer experiences in today’s omnichannel world. There is also the argument that customer feedback doesn’t always influence purchasing behavior. Why did she get this email?

Sports 79

Sports Apparel Omnichannel Rewards Programs 79

GetFeedback

MARCH 11, 2019

There are many scenarios in which SMS serves as the best survey channel, but we’ll save that for another blog post. SMS surveys — also known as text message surveys — are perfect for reaching those customers always on the go. They’re also great if you need to follow up on a phone call or an in-person interaction. greater than email.

Wireless 170

Wireless Feedback Consumers Omnichannel 170

Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Every each of them answered the following questions: How do you see the future of customer experience? So, what should we expect in the nearest future?

2018 129

2018 Customer Experience Customer Centricity Culture 129

NICE inContact

MAY 8, 2019

Does your company have a true understanding of what your customers want, need and think? And what about your company? Are you delivering seamless omnichannel customer experiences and creating promotors rather than detractors? Then we compared these findings to what consumers said in our 2018 consumer study.

Download 54

Download Contact Center 2019 Omnichannel 54

NICE inContact

SEPTEMBER 19, 2017

Together with the “tried, trusted and true” Net Promoter Score (NPS) and Customer Satisfaction (CSAT) it helps you to measure just how happy your customers really are. So what can you do to make interactions in your contact center effortless for your customers ? In todays’ contact center environment, omnichannel is expected.

Net Promoter Score 59

Net Promoter Score Contact Center Omnichannel Effort Score 59

SurveySparrow

AUGUST 14, 2023

Customer experience is a world where every interaction weaves a tale of delight and satisfaction. Studies show that 86% of customers are willing to pay more for a positive customer experience. A remarkable customer experience is not just a luxury; it’s a powerful tool that drives loyalty, advocacy, and business growth.

Customer Experience 52

Customer Experience Customer Centricity Customers Loyalty 52

Feedbackly

MARCH 16, 2023

If your brand wants to realize its true potential in shining out among a sea of competitors, customer experience is the way to go. If your brand wants to realize its true potential in shining out among a sea of competitors, customer experience is the way to go. Have you ever wondered why Feedbackly is so popular?

Feedback 52

Feedback Multi-Channel Customer Journey Mapping Customer Journey 52

NICE inContact

SEPTEMBER 7, 2017

You should consider a solution that supports Omnichannel Session Handling , as, once initial roll-out has completed and agents are comfortable with the new channel, most will be able to handle more than one SMS interaction concurrently. Customer expectations are fairy straight forward, as they use SMS / text on a daily basis.

Contact Center 67

Contact Center Omnichannel 2017 Interaction 67

NICE inContact

JUNE 21, 2018

79% of consumers indicate that they will leave you if you provide them just one bad customer experience. So, what constitutes a “bad customer experience”? According to our CX Transformation Benchmark Study business results, businesses believe they are delivering on the promise of omnichannel experiences.

Contact Center 49

Contact Center Omnichannel Consumers Customers 49

Kustomer

DECEMBER 29, 2020

The same percentage of consumers also think that chatbots improve the customer experience, with that cohort growing to 62% among consumers aged 18-24. I would say that 2020 has been unprecedented, but let’s face it — we all want to permanently retire that word. Without further ado, here is Kustomer’s look back at 2020.

2020 105

2020 E Commerce 2021 Consumers 105

NICE inContact

JANUARY 30, 2018

Are you one of the almost 40% of organizations that say reducing effort to improve the customer experience is their primary contact center goal for 2018? True Omnichannel Skills-based Routing. The best contact center solution is not worth a penny if it’s not up and running. Consolidated, best of breed interfaces.

Contact Center 74

Contact Center Omnichannel 2018 Social Media 74

NICE inContact

AUGUST 20, 2019

This is also true for call center systems. As we know, technology moves fast and what was once considered “state of the art” will inevitably become functionally obsolete. How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more?

Contact Center 54

Contact Center White Paper 2012 Call Center 54

NICE inContact

AUGUST 20, 2019

This is also true for call center systems. As we know, technology moves fast and what was once considered “state of the art” will inevitably become functionally obsolete. How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more?

Contact Center 54

Contact Center White Paper 2012 Call Center 54

NICE inContact

SEPTEMBER 19, 2017

Together with the “tried, trusted and true” Net Promoter Score (NPS) and Customer Satisfaction (CSAT) it helps you to measure just how happy your customers really are. So what can you do to make interactions in your contact center effortless for your customers ? In todays’ contact center environment, omnichannel is expected.

Net Promoter Score 48

Net Promoter Score Contact Center Omnichannel Effort Score 48

Comm100

MARCH 2, 2022

This blog will explain why credit unions must adopt digital support channels to deliver the member engagement that their current and future members expect, and how to do it smoothly and cost-effectively. As a result, members often have high expectations when it comes to customer service and credit union member experience.

Engagement 52

Engagement Omnichannel Banking E-support 52

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

NICE inContact

MAY 22, 2018

When consumers think of exceptional customer experience, two things come to mind: quick resolution and personalized services. In the B2B realm, the same priorities ring true. But, a key difference is that what might be an inconvenience for a consumer, could have catastrophic consequences for an enterprise.

B2B 48

B2B Customer Experience B2C Contact Center 48

Avaya

SEPTEMBER 22, 2016

We also know that in this new consumer-driven digital world, the customer should be the one to define their own digital experiences. We also know that in this new consumer-driven digital world, the customer should be the one to define their own digital experiences. User-defined engagement is our new mantra at Avaya. It is in our DNA.

Engagement 76

Engagement Contact Center Omnichannel Innovation 76

SurveySparrow

AUGUST 29, 2022

What are these questions? In this blog, we’ll cover: What is Employee Net Promoter Score? What Exactly Is Employee Net Promoter Score? But the questions you ask in an ENPS survey are the true value drivers. Employee NPS survey questions can undo this cycle of disengagement among workers.

NPS 52

NPS Net Promoter Score Culture Employee Experience 52

NICE inContact

SEPTEMBER 7, 2017

You should consider a solution that supports Omnichannel Session Handling , as, once initial roll-out has completed and agents are comfortable with the new channel, most will be able to handle more than one SMS interaction concurrently. Customer expectations are fairly straight forward, as they use SMS / text on a daily basis.

Contact Center 48

Contact Center Omnichannel 2017 Interaction 48