InMoment XI

AUGUST 3, 2023

Emails, social media posts, customer reviews, call center transcripts, and open-ended survey responses—all hold crucial information about customer sentiment and preferences. Companies may struggle with data silos and do not understand the danger of data silos in customer experience management.

Customer Insights 488

Customer Insights Insights White Paper Social Media 488

InMoment XI

FEBRUARY 7, 2024

Here are some of the main feedback signals: NPS Surveys Call Center Data Reviews Social Insights/Spotlight Integrated CX platforms have the power to interpret these varied, disparate signals into a unified view. Research from Salesforce found that 61% of customers say most companies treat them as a number. Mckinsey & Company.

Hotels 260

Hotels Guest Experience Travel 2024 260

BlueOcean

FEBRUARY 14, 2024

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. Work with your outsourcer to build the CSS profile, then trust them to hire the right people.

Customer Success 156

Customer Success Contact Center Average Handle Time Touchpoint 156

InMoment XI

NOVEMBER 28, 2023

Not only does review management help safeguard and enhance a company’s brand reputation; but it can also improve search engine visibility and cultivate brand trust among existing and potential customers. Important note: not all review platforms allow companies to ask for reviews from customers. What is Review Management?

Management 346

Management Marketing Social Media Feedback 346

BlueOcean

APRIL 24, 2024

One of the more complex aspects of upholding the standards a company values is ensuring its vendors are similarly committed. And so it’s the RFP, pack horse that it is, that enables companies to first discern whether potential vendors measure up. This is especially true for smaller, privately-owned companies.

Contact Center 177

Contact Center Government Measurement Document 177

BlueOcean

APRIL 24, 2024

One of the more complex aspects of upholding the standards a company values is ensuring its vendors are similarly committed. And so it’s the RFP, pack horse that it is, that enables companies to first discern whether potential vendors measure up. This is especially true for smaller, privately-owned companies.

Contact Center 156

Contact Center Government Measurement Document 156

Beyond Philosophy

MAY 23, 2024

You can tell a lot about an organization’s sophistication regarding customer centricity based on how it assesses the quality assurance of a call center. For example, in our observations, call center agents often have to click around in several different systems to answer customers’ questions. Don’t get me wrong.

Call Center 78

Call Center Customer Centricity Measurement Workshop 78

TechSee

MAY 9, 2024

By leveraging AI, companies can achieve: Enhanced Efficiency: AI automates routine tasks, allowing agents to focus on complex issues, thus speeding up response times and improving efficiency. Proactive Service: AI’s predictive capabilities enable companies to anticipate customer needs and address issues before they escalate.

Document 136

Document Contact Center Interaction Technology 136

Experience Investigators by 360Connext

APRIL 2, 2024

They’re critical interactions within the customer journey that help define key moments in the process that can build or erode customer trust. Touchpoints are meaningful only if and when the company understands them. Channels are a way for you to understand where customers come from and how they interact with you, the company.

Touchpoint 143

Touchpoint Customer Journey Mapping Customer Experience Customer Journey 143

ShepHyken

JUNE 15, 2021

Winning Customer Trust through Omnichannel Communication. Shep Hyken interviews Steve Bederman, President and CEO of NobelBiz , a Contact Center Technology Company. He is also a published author, an accomplished leader, and a highly regarded Contact Center industry innovator. How do you build customer trust and loyalty?

Omnichannel 155

Omnichannel Contact Center Social Media Communication 155

TechSee

MAY 9, 2024

By leveraging AI, companies can achieve: Enhanced Efficiency: AI automates routine tasks, allowing agents to focus on complex issues, thus speeding up response times and improving efficiency. Proactive Service: AI’s predictive capabilities enable companies to anticipate customer needs and address issues before they escalate.

Document 109

Document Contact Center Interaction Technology 109

Experience Investigators by 360Connext

APRIL 2, 2024

They’re critical interactions within the customer journey that help define key moments in the process that can build or erode customer trust. Touchpoints are meaningful only if and when the company understands them. Channels are a way for you to understand where customers come from and how they interact with you, the company.

Touchpoint 137

Touchpoint Customer Journey Mapping Customer Experience Customer Journey 137

Magellan Solutions

MAY 20, 2024

Whether you are a small to mid-sized enterprise or a multinational company, the Philippines provides first-class outbound call center services focused on boosting engagement with customers for sales increases. These companies are being lauded for their expertise, innovative solutions, and unwavering commitment to excellence.

Call Center 52

Call Center 2024 Innovation E-support 52

Cyara

FEBRUARY 13, 2024

Today, we’re thrilled to announce a new, industry-first solution to this challenging situation for contact centers with outbound call line identification (CLIs) serving your customers around the world. To learn more about Number Trust, schedule a call with one of our experts! For customers, it means frustration and a bad CX.

Contact Center 76

Contact Center Insurance Healthcare Travel 76

ShepHyken

JANUARY 4, 2023

Companies Will Focus as Much – Maybe More – on Employees as They Do on Customers – With the employment issues that many companies are experiencing, we must do as much for our employees, if not more, than we do for our customers. Trust is an emotional connection that drives repeat business and loyalty.

2023 137

2023 Customer Service Customer Experience B2C 137

Playvox

MAY 11, 2023

As a result of the COVID-19 pandemic, many companies have opted for remote work. In the midst of “ quiet quitting ” and continued low unemployment, contact centers are leveraging remote work as a way to attract team members. Remote work offers a multitude of benefits for both an organization and the individual team member.

Management 89

Management Contact Center Culture 2021 89

ShepHyken

DECEMBER 10, 2023

Developing Customer Success through a Culture of Trust by Gabrielle Lukianchuk (Fast Company) “Trust your gut”—a saying that most of us will be told in our lifetime, and indeed a mantra that many people still use to make even life-changing decisions. My Comment: Trust isn’t a feeling. It’s an asset.

Article 62

Article Customer Service 2023 Contact Center 62

Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. That in itself makes a strong case for keeping your contact center quality management budget intact, but the effects of a strong program go far beyond revenue. of their revenue due to bad experiences.

Contact Center 78

Contact Center Multi-Channel Customer Retention ROI 78

ShepHyken

MARCH 6, 2023

Bringing engaged customers who are utilizing your products and services into the design process can help shape great outcomes for your company. Companies must shift the contact center agents’ responsibilities to allow them to be more productive and continue to elevate CX.

Feedback 127

Feedback Contact Center Customer Centricity Customer Satisfaction 127

Customer Bliss

OCTOBER 28, 2021

This learned “ service roulette ” behavior that we all practice as customers costs companies in three ways: service costs, customer value erosion, and employee disenchantment. Customers who repeatedly encounter company policy cops disengage and share the experience. Start with the Life, Not Company Policy.

Government 148

Government Books Call Center Innovation 148

Playvox

FEBRUARY 6, 2024

Ask people to name three companies known for their customer-centric approach to business, and there’s a good chance some common names will surface: Nordstrom, Apple, Trader Joe’s, Patagonia, and others frequently come to mind. It’s often the continuous improvement or quality management (QM) piece where contact centers struggle.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

ShepHyken

OCTOBER 23, 2023

And caring is the foundation of trust and the preamble to loyalty. When customers know you care, you create an emotional connection that fosters trust and loyalty. When customers know you care, you create an emotional connection that fosters trust and loyalty. My Comment: The future of the contact center is happening today!

Article 64

Article Customer Service 2023 Contact Center 64

Gainsight

MAY 16, 2024

Louis Convention Center was fired up for this year’s guest: Andy Cohen! Digital Customer Success Is the Foundation of Human-First AI Kellie Capote, Gainsight CCO, also spoke during the morning keynote to talk about why digital customer success is essential for companies to succeed in today’s world. We’re not being productive.

2024 52

2024 Innovation Customer Success Communication 52

Call Experts

APRIL 8, 2024

Streamline Operations and Never Miss Another Call with a Contact Center for Utilities. As a result, for those looking to ensure seamless operations and superior customer service, many companies are deciding to use a call center for utilities as it has proven itself to be quite a powerful tool.

Contact Center 52

Contact Center Multi-Channel Customer Service Call Center 52

BlueOcean

JULY 20, 2023

In our world of outsourced customer care solutions, one of the big challenges we continue to wrestle with on the sales side of things is the significant change in the contact center RFP process. Does it align with your own? Could you see yourself working there? Simply put, it’s convenient and cost-effective.

Contact Center 294

Contact Center Travel 2020 Culture 294

Magellan Solutions

OCTOBER 26, 2023

80% of customers believe a company’s experience is as crucial as its goods and services. Nowadays, the connection between companies and their customers is often through a phone call. The call center serves as the guardian of this vital connection. Join us as we explore why Magellan Solutions is the best call center.

Call Center 52

Call Center Customer Satisfaction 2013 Loyalty 52

Beyond the Arc

AUGUST 16, 2022

That centers on how the business communicates. Effective communications help build trust and confidence about a company. There’s an old adage: People do business with people they like. Yet all too often, B2B content misses the mark, sounding more like it’s coming from a building, instead of people.

B2B 95

B2B Communication Engagement Customer Engagement 95

Integrity Solutions

APRIL 19, 2024

Salesforce research shows 65% of customers expect companies to adapt to their changing needs and preferences and “be that thoughtful neighbor or co-worker who brings their favorite coffee when they are having a tough week.” Buyers want to deal with someone they can trust and who will “speak human” to them.

Sales 105

Sales Loyalty White Paper Contact Center 105

CSM Magazine

MARCH 22, 2024

The flip side to the technological advancements in the contact center industry is the rising tide of scams specifically engineered to target their vulnerabilities. In this article, I’ll discuss the latest scams afflicting contact centers and share insights on how managers can effectively safeguard their businesses against these threats.

Contact Center 52

Contact Center Multi-Channel Financial 2023 52

ShepHyken

JULY 31, 2023

The goal is to create an effortless customer experience, removing friction and allowing them to interact with the company through their preferred channels. Customer interaction often spans multiple departments or silos within a company. He is a CX contact center strategist, product lifecycle expert, and partnership builder.

Interaction 118

Interaction Contact Center Connections Leadership 118

Playvox

JUNE 10, 2022

Coaching your contact center agents on their performance can either fill everyone with dread or be a productive activity that you and your agents look forward to. Either way, it needs to be done, and arming yourself with a full set of coaching tips for contact center agents will ensure the sessions are productive. What are their goals?

Contact Center 69

Contact Center Sports Average Handle Time Webinar 69

ShepHyken

APRIL 5, 2021

If you want to build a trusted following with a community of customers and prospects, provide easy-to-access value that gets them coming back for more. Building Trust and Credibility for Your Business: Tips to Avoid Mistakes by Angela Hausman, PhD. My Comment: Trust is a very important asset for a company.

2021 124

2021 Article 2025 Customer Service 124

Hero Digital

APRIL 20, 2021

Hero Digital, a leading digital customer experience (CX) company, and FullContact, the industry leader in consumer Identity Resolution as a service, today announced their partnership to provide clients with new capabilities to recognize and enrich anonymous website and mobile app visitors. About FullContact.

Omnichannel 98

Omnichannel Banking Brands Consumers 98

West Monroe

JULY 11, 2023

Gain high-level insights into the maturity of your contact center capabilities and ways to accelerate value realization based on West Monroe’s proven methodology and transformation experience across various industries and company sizes.

Contact Center 52

Contact Center Omnichannel Customer Service Strategies Consulting 52

Call Experts

JANUARY 27, 2022

With the power of predictive contact center data, support agents can anticipate outcomes and what information customers need before they realize it themselves—and respond quickly, guiding them to the best answers and highest-quality resolutions. Contact centers have always had to deal with the challenge of engaging with customers.

Contact Center 94

Contact Center Call Center Touchpoint Technology 94

Playvox

FEBRUARY 16, 2024

Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey. How Quality Management Processes Have Shifted It could be called the perfect storm for contact centers.

Contact Center 75

Contact Center Management Call Center Omnichannel 75

Kustomer

JUNE 6, 2023

Trust plays a huge role in finance and banking. When it comes to protecting, investing and being responsible for customers’ money, they need to trust in the financial services company. Is your company meeting customer expectations? Do your wealth advisors build and sustain relationships with their clients?

Financial 98

Financial Customer Service Banking Customer Satisfaction 98