Tricia Morris

OCTOBER 22, 2015

And whether that perception permeates HR, IT, marketing, sales or customer service, it erodes employee engagement and ultimately, overall business success. Engagement. Particularly for new employees, the availability, timeliness and accuracy of knowledge is key to their level of engagement. Here are seven key ways: 1.

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Comm100

FEBRUARY 19, 2020

It’s important to remember though, having too many VIPs could overwhelm your support team and lower the quality of customer care, defeating the purpose entirely. On the other hand, deny certain customers VIP status and you could damage relationships or undermine loyalty. Your Business Partners.

White Paper 64

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Comm100

FEBRUARY 19, 2020

It’s important to remember though, having too many VIPs could overwhelm your support team and lower the quality of customer care, defeating the purpose entirely. On the other hand, deny certain customers VIP status and you could damage relationships or undermine loyalty. Free Download: Never Miss a VIP White Paper.

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White Paper B2C Social Media E-support 40

COPC

NOVEMBER 5, 2021

Organizations are also prioritizing journey mapping when evaluating their customer touchpoints. By assessing their customers’ service journeys, customer care teams consider which matters should be addressed via chat versus which ones should go through other customer care channels.

Contact Center 52

Contact Center Workshop White Paper 2021 52

Comm100

JANUARY 14, 2020

For years, many companies struggled to cobble together the best customer experiences they could. They were sold on the idea of omnichannel engagement, but their operations didn’t back it up — what use are all the channels in the world if your customer’s story and data are kept in silos? What is Digital Omnichannel?

Omnichannel 52

Omnichannel 2020 White Paper Social Media 52

GetFeedback

FEBRUARY 15, 2019

The customer lifecycle has been written about plenty, but when it comes to NPS segments, we suggest focusing on these 5 key groups. They’ve either signed up for your trial, downloaded a white paper or ebook, or possibly just visited your website. New Customers. Who are they? How to use NPS.

Net Promoter Score 150

Net Promoter Score NPS White Paper Feedback 150

RapportBoost

NOVEMBER 15, 2018

Give agents time to engage in practice runs before putting them on the air. When it’s done correctly, the customer should never notice that it happened. . That means more than just pointing the customer to a white paper. Chat systems tout their ease of use and turnkey nature. Don’t assume they’ll “pick it up.” .

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White Paper Call Center Telecommunications Omnichannel 71

Tricia Morris

AUGUST 11, 2015

Budget constraints (55%), outdated systems and technologies (45%), cultural resistance to change (38%) and lack of proper training (35%) round out the top obstacles cited when it comes to improving customer service quality. State of Multichannel Customer Service Report to view current customer expectations and preferences.

Government 81

Government Customer Service White Paper 2015 81

Avaya

JANUARY 24, 2018

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services.

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2004 White Paper 2008 2006 46

ShepHyken

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Social Proof.

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Social Media Customer Service Marketing Airlines 87

ClearAction

FEBRUARY 7, 2016

Customer Experience Strategy : Exploring Success Factors. Customer-Focused Marketing. Building a Customer-Centric Culture. The Impact of Customer Experience Interaction. Employee Engagement in Superior Customer Experience Build a Sustainable Strategy for Customer Experience Management.

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Article Customer Experience 2009 White Paper 48

Qualtrics

MAY 22, 2019

This is integral to their overall experience management strategy, and ensuring customers are satisfied at each step of the journey. In this article, we’ll look at some of the best examples of customer care on social media, so you can understand how to provide the best care to your customers. Tiffany and Co.

Social Media 40

Social Media White Paper Entertainment Brands 40

LiveChat

NOVEMBER 16, 2018

Good content is not just a formidable marketing tool, it’s also a great starting point for sorting out customers’ problems with your product. Content may be of many different types – blog posts, videos, white papers, case studies, and more. No one ever said that having a customer care number was a necessity to run a business!

Poor Customer Service 45

Poor Customer Service White Paper Call Center Customer Service Representative 45

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.

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Customer Experience White Paper ROI Financial 118

Comm100

OCTOBER 17, 2017

Once a failing restaurant, Amy’s Baking Company now had a flock of new customers rushing to their location in Scottsdale, Arizona, eager to check out the only establishment that the renowned chef had ever walked out on mid-episode. With the fame came a wave of social media engagement. That’s a lot of potential for customer care.

Social Media 52

Social Media Customer Service Download Customer Care 52

Comm100

NOVEMBER 6, 2017

Social media is a modern day holy grail for businesses: should your company achieve a successful social media strategy, the promise is happiness (for you and your customers), abundance (of engagement and incoming cash flow), and longevity (of your corporation… social media is, after all, a major driver of what keeps businesses relevant nowadays).

Social Media 62

Social Media Customer Service White Paper Airlines 62

Comm100

OCTOBER 11, 2017

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. Introduction. Slow Replies.

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Social Media Customer Service Strategies Customer Service Download 49

Hero Digital

OCTOBER 5, 2019

With online review sites such as G2 and professional networks like Spiceworks for IT professionals, today’s B2B marketers have a plethora of low-cost ways to connect with their customers and engage in social listening. Here are some starter questions to consider as you prepare: What does the customer care about?

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B2B Touchpoint White Paper Multi-Channel 40

SmartKarrot

DECEMBER 2, 2020

She has proven her spectacular works in content with an eclectic range covering blogs, eBooks, and white papers as well. Sue Nabeth Moore, Customer Success Leader. This includes helping companies know and understand their clients and identifying the factors that drive customer engagement and satisfaction.

Customer Success 17

Customer Success 2021 White Paper Contact Center 17