Comm100

NOVEMBER 2, 2017

As he pulled up to my destination, Rodrigo asked only one thing of me: “If you wouldn’t mind filling out the customer satisfaction survey and rating my service today, I would really appreciate it,” he said. What is a Customer Satisfaction Survey? Customer interviews Focus groups. Download Now.

Customer Satisfaction 65

Customer Satisfaction Feedback Customers White Paper 65

Think Customers

APRIL 12, 2022

On average a contact center associate needs to handle complex applications, urgent customer needs, and all the manual inefficiencies that come with service inquiries. But even modern tools can be damaging for the employee and customer experience if used at the wrong place and time. They need the right tools for the job.

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White Paper Contact Center Customer Satisfaction Technology 52

Think Customers

OCTOBER 4, 2021

At the same time, the faster resolution times chatbots can accomplish for simple tasks, such as resetting a password, can help improve overall contact center KPIs such as average handle time and customer satisfaction ratings. What is messaging? Messaging CX wins. Learn more about messaging and chatbots today.

White Paper 52

White Paper Contact Center Omnichannel Average Handle Time 52

Natalie Petouhof

AUGUST 15, 2022

“There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper. Often they’re either biased, not timely or not actionable.

Customer Experience 52

Customer Experience White Paper Contact Center Competitive Advantage 52

Beyond Philosophy

MAY 14, 2015

Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.). Clearly, more Customers want self-service options. One of the most important emotions that your Experience generates with your Customers is Trust. (Source: Brian Manusama, Gartner.com ).

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White Paper 2014 2015 2012 160

Tricia Morris

OCTOBER 22, 2015

Notes analyst Esteban Kolsky in a recent white paper , sales benefits from employee self-service knowledge by being able to provide prospects with immediate information, whether that’s the latest sales or marketing promotion, new product information, or for existing customers, the status of a service request or upgrade.

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White Paper 2015 Culture 2014 104

Tricia Morris

AUGUST 11, 2015

In a new Government Business Council Report titled The Path to Customer-Centric Service , 67% of surveyed federal managers say their organization’s service is on par with that of the private sector. But, according to leading consumer surveys, customer satisfaction ranks near the bottom of a cross-industry comparison.

Government 81

Government Customer Service White Paper 2015 81

inmoment

JUNE 17, 2019

Brands are being inundated with talk about consumers’ increasing expectations when it comes to customer experience (CX). And as businesses deliver more creative and engaging experiences, forming impactful customer relationships becomes more difficult. Dismissing the Human Factor. Definition of Loyalty Diverges.

2019 53

2019 Customer Experience White Paper Definition 53

CSM Magazine

JUNE 4, 2020

Poor alignment between long-term brand needs, solutions and cost – pressures from regulators have led many organisations to make major business adjustments to compensate for pricing and consumer-led pressures. But what is the impact on consumers, businesses and their shareholders? 4t4consult.co.uk. About the Author. About 4t4 Consult.

White Paper 52

White Paper Consulting B2C 2019 52

Uniphore

JANUARY 21, 2022

In the wake of the global pandemic, customer experience (CX) has risen to new prominence as more patients and members are interacting with healthcare service providers remotely. What digital customers are seeing often isn’t pretty: complex processes, redundant steps and time-consuming resolution journeys. But does it have to be?

Healthcare 59

Healthcare Consumers Hospitality 2021 59

Uniphore

DECEMBER 17, 2021

The more healthcare consumers become comfortable with digital channels, the higher their expectations are for the same level of convenience, selection, and service they receive in other areas of their lives. healthcare market must continue to transform how they interact with consumers if they want to succeed.

Healthcare 52

Healthcare Contact Center 2021 Average Handle Time 52

ProProfs Chat

NOVEMBER 29, 2019

Boosts Customer Service & Loyalty. They’ll even read white papers and live chat statistics to understand the current trends of the customer support industry. Live Chat Messaging Customer Satisfaction Statistics. Live Chat Customer Loyalty Statistics. Live Chat Customer Service Statistics.

2020 90

2020 E-support 2018 Hospitality 90

Uniphore

DECEMBER 17, 2021

And it’s not hard to see why—Conversational Automation can simplify, streamline and speed up complex, time-consuming customer service processes, improving customer satisfaction (CSAT), net promoter score (NPS) and other key metrics. However, even the best solutions are only as good as the strategy behind them.

Net Promoter Score 52

Net Promoter Score Contact Center Download NPS 52

West Monroe

APRIL 18, 2017

Failure to truly consider their customers and their needs. Failure to listen to customers effectively. Evolving too slowly to stay relevant ( see our white paper on agile transformation for some examples). In all of these cases empathy plays a key role – both for the customer AND for the companies and their employees.

Airlines 40

Airlines White Paper Social Media Roadmap 40

Service Untitled

NOVEMBER 8, 2012

Medical and dental practices should provide their patients with positive customer experiences; after all aren’t we as patients still consumers who pay for services rendered either through our insurance companies or directly out of our debit accounts? photo by: The National Guard.

White Paper 53

White Paper Customer Service Magazine Hospitality 53

Beyond Philosophy

MARCH 3, 2016

Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S. These new dynamics meant that traditional thinking about customer satisfaction, and even loyalty, also needed to change.

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White Paper 2007 Consulting Loyalty 60

CSM Magazine

NOVEMBER 28, 2017

Technology is a powerful enabler and offers the solution to the complexity and time-consuming nature of real-time management. Find out more by reading our latest white paper entitled “The Next Step Up in Contact Centre Performance” – download your copy here. Recognise a theme? About the Author.

White Paper 40

White Paper Download Financial Leadership 40

Comm100

APRIL 8, 2016

Surprisingly, Amazon’s success isn’t rooted in multi-million dollar advertising campaigns or shortening product life cycles, but rather, the desire to be the “Earth’s Most Customer-Centric Company” In the mind of Bezos, the success of a business is dependent on the ability to hone in on customer satisfaction.

Customer Service 43

Customer Service Social Media White Paper Call Center 43

TechSee

DECEMBER 12, 2017

Are you part of the 80% of enterprises that feel their current customer service systems do not meet their future needs? To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints.

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Omnichannel White Paper Contact Center Touchpoint 143

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. According to Marketing Week, 15 years ago the average consumer used two touchpoints when making a purchase and only 7% regularly used more than four. Increased customer satisfaction.

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Omnichannel White Paper 2020 Social Media 40

Comm100

JANUARY 19, 2017

If you have consumed one or many cans of our tuna with these expiration dates, you do not need to seek medical attention, but it is advisable to not continue the consumption. To our valued customers who were affected and unaffected alike, we are very sorry. White Paper] The Guide to Becoming a Top Performing Live Chat Agent.

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Workshop Customer Service Representative Events 2018 88

Comm100

JANUARY 19, 2017

If you have consumed one or many cans of our tuna with these expiration dates, you do not need to seek medical attention, but it is advisable to not continue the consumption. To our valued customers who were affected and unaffected alike, we are very sorry. White Paper] The Guide to Becoming a Top Performing Live Chat Agent.

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Workshop Customer Service Representative Events 2018 80

Totango

SEPTEMBER 22, 2022

For customer success teams, SaaS tools serve to optimize the customer life cycle, improving your marketing, sales, and customer service to deliver better results to clients. This promotes higher customer satisfaction and retention, elevating sales and increasing revenue. Primary Users.

White Paper 71

White Paper Advertising Sales Social Media 71

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. According to Marketing Week, 15 years ago the average consumer used two touch-points when making a purchase and only 7% regularly used more than four. Increased customer satisfaction.

Omnichannel 52

Omnichannel 2020 White Paper Social Media 52

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To understand customers, the effective enterprise needs to think in human, emotional terms. But, there is little that is really new or trailblazing in this idea.

Financial 144

Financial White Paper Books Airlines 144

CustomerSuccessBox

JUNE 27, 2022

Without CS enablement, a CSM would have to go to the marketing division to locate someone to write a white paper or a graphic and then follow up to make sure it happened. Even if selling isn’t your customer success team’s primary responsibility, this can be quite beneficial. Examine your position.

Customer Success 52

Customer Success Customer Experience White Paper Net Promoter Score 52

Bold360

DECEMBER 4, 2016

As a consumer, you can always take care of the problem by ordering last minute gifts on Amazon and “poof,” problem solved. So how can customer support centers within the travel industry better plan for the 2016 holiday season? Plan ahead of time.

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Call Center Travel Multi-Channel White Paper 56

SmartKarrot

JANUARY 7, 2022

So, customer intelligence will help create strategies that adapt to the changing market. You can target an audience with customer segmentation. You can personalize strategies to increase customer loyalty and customer satisfaction. Helps in predicting future customer behavior . Concluding Thoughts.

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2022 White Paper Social Media Competitive Advantage 10

Comm100

OCTOBER 11, 2017

White Paper] The Guide to Becoming a Top Performing Live Chat Operator. Well-trained operators mean better customer satisfaction. Here we offer 12 essential tips for live chat operators to communicating effectively, addressing customer issues efficiently, and representing your brand professionally.

Social Media 49

Social Media Customer Service Strategies Customer Service Download 49

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. The key is to create a knowledge base that’s easy for your customers to search and use and that presents information clearly. Making information easy to find and understand will enhance customer satisfaction in several ways. For many customers, consistency must be a given.

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Customer Service E-support Article Document 62

Interactions

JANUARY 6, 2022

At Interactions, we have been working in AI in CX for nearly two decades and have witnessed this firsthand as business goals and consumer habits change. Learn more: Truly effortless and consistent customer experience is more than just channel choice, but rather channel optimization. Read our white paper to learn more.

2022 71

2022 Customer Experience White Paper Contact Center 71