Bold360

APRIL 15, 2021

Branches will be open for business again, but the initial months of the pandemic served as a wake-up call about the need for FSIs to have digital-first customer engagement capabilities. For instance, at a time of crisis, policies and procedures change rapidly, causing call center volumes to spike through the roof.

Customer Engagement 52

Customer Engagement Engagement Banking 2019 52

Bold360

MARCH 29, 2021

COVID-19 has utterly disrupted how customers and companies interact. We’ve witnessed dramatic, rapid shifts in preferred customer engagement channels at a time of social distancing and people working (and doing nearly everything else) from home. 3 Big Trends in Customer Engagement . Don’t Forget Mobile .

Call Center 52

Call Center Customer Relationship Management Lifetime Customer Customer Relationships 52

Bold360

MARCH 26, 2020

Effective response in a crisis requires that companies deploy operational agility in delivering customer engagement and support. Put simply, you’ll need the capacity to adjust your customer experience strategy and planning in order to dynamically address evolving customer and employee needs.

Engagement 66

Engagement Call Center Lifetime Customer Customer Engagement 66

Bold360

APRIL 13, 2020

Uncertainty and anxiety have catalyzed a flood of customer questions and calls into service centers. Today’s stressed customers don’t want to wait in long queues or get stuck in automated systems that are overloaded and overwhelmed. The result? That sounds like a pretty good response to the double whammy of COVID-19.

Call Center 69

Call Center Lifetime Customer NPS Interaction 69

Bold360

MAY 26, 2020

The term “customer experience” (CX) doesn’t seem to have a standard definition, but it’s often used interchangeably with customer journey, brand perception and customer engagement. Providing great CX increases customer loyalty and lifetime customer value, which directly impacts the bottom line.

Customer Experience 52

Customer Experience Net Promoter Score NPS Touchpoint 52

CCO Council

MAY 13, 2014

In my previous post I described the historical retrospective approach whereby incremental per-customer or per–segment revenue gains are correlated with increasing loyalty and engagement. Expected change in customer value is another valuable means of demonstrating ROI. What is the cost of each call into the call center?

Customer Centricity 85

Customer Centricity ROI Measurement Chief Customer Officer 85

Kustomer

JANUARY 14, 2021

Tips for Relating With The Customer. Having years of experience and quite a diverse background in customer engagement, Ed Porter has developed a deep understanding of his customers. On the customer support side. Yeah, so I grew up in the outsource contact center space. So with that, Ed, thanks for joining.

Multi-Channel 81

Multi-Channel Contact Center Customers Sales 81