transcosmos Information Systems

MARCH 14, 2018

Whether the focus is on the process, technology, or principle, what’s certain is that customer service is a continuously evolving industry. Here’s a look at the past, present, and future of customer service. Customer interaction was the foundation of good customer experience in the early days. The Present.

Presentation 85

Presentation Customer Service Social Media Technology 85

Inbenta

NOVEMBER 9, 2021

The banking sector has also recognized the game-changing effects innovative technological disruptors like Artificial Intelligence (AI) can have and acted promptly to optimize their online and mobile banking models with customer interaction platforms. For years, customers have been demanding more from their financial institutions.

Banking 95

Banking Customer Care Competitive Advantage Omnichannel 95

Russel Lolacher

APRIL 5, 2021

Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience. Mitigate surprises – when you interact with anyone, make sure you loop everyone in that is impacted by your decisions. Oh, it’s been amazing.

Customer Care 98

Customer Care Government Communication Engagement 98

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. Initial pitch/presentations made on site at either the buyer’s location or the bidder’s location.

Contact Center 294

Contact Center Travel 2020 Culture 294

Avaya

SEPTEMBER 19, 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. More online activity—improved customer access to digital interaction channels.

Customer Care 94

Customer Care Contact Center 2018 Government 94

CSM Magazine

JUNE 27, 2022

By allowing customers to compare billing and usage rates over time – or even benchmark against similar households that live in the same area – utilities can show that they are being more transparent and inspire greater trust. People are looking for more transparent billing and a joined-up customer service offering. More self-service.

Customer Care 52

Customer Care Customers Social Media Interaction 52

Russel Lolacher

OCTOBER 28, 2019

74% of Millennials (18-34) and 58% of GenX (35-54) have a better opinion of organizations that provide social media customer care – Microsoft . The secret weapon in social customer care isn’t that much of a secret, it’s all in the name. Great social customer care can do the same.

Customer Care 45

Customer Care Social Media 2017 Engagement 45

Customer Bliss

SEPTEMBER 27, 2018

In order to get a better understanding of how others experienced Genesys, Lucy spent time out in the field – speaking and listening to partners, listening to salespeople and customers, as well as going to user and partner conferences. Understanding what will this mean for partners, resellers, and customers. Why that hill?

Communication 222

Communication Chief Customer Officer 2012 Presentation 222

CSM Magazine

JANUARY 17, 2020

Ernst & Young’s study found that 40% of customers decide to continue insurer relationships because of the quality of the experience. Customer support interactions in car insurance can be more emotional in nature than in other sectors; this presents unique opportunities to create a stronger bond with your customers.

Insurance 52

Insurance Customer Care Financial Omnichannel 52

TechSee

NOVEMBER 7, 2023

Hotpoint partnered with leading computer vision technology company, TechSee to introduce a live video and augmented reality platform, turning their call center into an interactive customer care support team. “Our customers can contact the company through the phone or via social media around the clock.

2023 124

2023 Customer Experience Call Center Innovation 124

BlueOcean

DECEMBER 4, 2019

As a result, for most companies, any relationship with an outsourced customer care partner is going to have to come with stringent PCI DSS standards well-established, as well as robust data security systems solidly in place. Let’s dig into the state of PCI as it relates to customer care today. PCI Compliance Background.

Customer Care 31

Customer Care Contact Center Call Recording Document 31

Natalie Petouhof

JUNE 12, 2015

Tweet Social Customer Care has become an expectation amongst consumers. In this session learn how HP, ALEX AND ANI and Honeywell not only provide exceptional service to their customers through social channels, but how they capitalize on these interactions as a marketing opportunity. Speakers: Jessica Woodbury, Sr.

Customer Care 58

Customer Care Social Media Connections Marketing 58

Hallmark Business Connections

OCTOBER 27, 2020

* This article was originally published on AdAge March 3, 2020, prior to the widespread recommendation of social distancing and limited in-person interactions. Brands should take their customers’ loneliness as a rallying cry to step up and step into roles that bring more human interaction and caring into the world.

Airlines 98

Airlines Telecommunications Social Media Connections 98

BlueOcean

JANUARY 22, 2019

On every website they visit and in every email they open, they’re presented with messages that seem perfectly tailored just for them. From dining experiences to consumer service interactions, consumers crave personalization on a subconscious level. The True Cost of Losing a Customer. Consumers have learned to be skeptical.

2019 204

2019 Consumers Customer Experience Contact Center 204

COPC

JUNE 9, 2023

AI is Ideal for the CX Industry The CX industry is embracing custom AI solutions for compelling reasons, and it’s no surprise why. Additionally, the high volume of interactions handled by CX professionals creates fertile ground for AI-driven efficiencies. It involves emulating the training process of a highly skilled agent.

Customer Experience 114

Customer Experience Customer Journey Insights Technology 114

BlueOcean

AUGUST 20, 2020

Over the years, we’ve written many articles singing the praises of on-site visits with potential customer care outsourcers. And most outsourced customer care companies are leveraging wide-spread work-from-home models with facilities operating at a fraction of their previous capacity.

Reference 156

Reference Customer Care Culture Leadership 156

BlueOcean

AUGUST 21, 2019

Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in your career. 4. Management and Leadership Interactions. Do the people you are interacting with seem to genuinely like each other?

Contact Center 159

Contact Center Culture Leadership Engagement 159

Experience Investigators by 360Connext

FEBRUARY 25, 2015

” we get a lengthy list of the many places where customers and company interact. And yet it’s easy (and more often than not, necessary) to categorize these important moments of interaction into big categories. Information is presented from the company perspective. Wrong move for customers.

Customer Journey Mapping 255

Customer Journey Mapping Touchpoint Insurance Customer Journey 255

Second to None

NOVEMBER 12, 2023

Measure Across All Grocery Customer Service Touchpoints It is vital for grocery brands to measure customer experience across all touchpoints as customer expectations rapidly evolve: online , in-app, on the phone, or in-store.

2024 62

2024 Measurement Brands Customer Experience 62

Win the Customer

DECEMBER 25, 2019

Social media sites have evolved from simply personal sharing portals to communication platforms that can enable organizations to deliver enhanced customer care and customer relationship development not typically capable in traditional customer service channels. YoY increase in customer retention.

Customer Service 115

Customer Service Social Media Multi-Channel Customer Care 115

CSM Magazine

JULY 28, 2023

It’s all about respecting and acknowledging each customer’s individuality to create meaningful interactions that’ll help in brand loyalty building. By wisely integrating customer behavior and preferences into their strategies, they can present timely offerings that seem less intrusive and more thoughtful.

Customer Experience 52

Customer Experience Loyalty Interaction Sales 52

Interactions

JULY 29, 2020

Power Utilities expert Andrew Heath believes senior utility execs are fast realizing focusing on customer engagement is no longer a “nice-to-have” but is instead a must-have, especially across digital channels. Virtual agents can support an omnichannel approach to customer service. Digital Transformation for Utilities.

Contact Center 71

Contact Center Virtual Agent Call Center Events 71

inQuba

JUNE 22, 2023

By leveraging natural language processing and machine learning techniques, AI models can understand and generate human-like text, enabling businesses to enhance their customer interactions. At inQuba we’ve harnessed the power of AI to make customers’ journeys and experiences more personal, relevant and fun. 35 in the queue!

Customer Experience 52

Customer Experience Customer Journey Competitive Advantage Customer Centricity 52

TechSee

JULY 21, 2020

Many enterprises struggle to deliver excellent customer care and suffer from a range of operational inefficiencies due to a lack of inter-departmental communication and cross-functional collaboration. A rep may promise a customer next-day service but then field service cannot provide a technician. To access it, click here.

Contact Center 136

Contact Center Reference Customer Centricity Connections 136

CSM Magazine

FEBRUARY 17, 2022

As recognised recently by McKinsey , a gig customer service or ‘GigCX’ model “could give customer care the horsepower and flexibility it needs for today’s increasingly volatile markets.” In light of this, there are three important trends that will be indispensable to customer service.

Customer Service 98

Customer Service 2016 2022 Brands 98

TechSee

DECEMBER 12, 2017

Considering that contact centers today hold immense repositories of customer data, processing this information is no simple feat. Every interaction, touchpoint and communication is captured and stored, and how a contact center handles its data is critical to its success. Rise of video engagement.

Omnichannel 143

Omnichannel White Paper Contact Center Touchpoint 143

Interactions

JANUARY 7, 2021

Prediction 2: Demand for effective, always on customer care. The shift away from in-person interaction (contactless pickup, remote work, remote access to services, etc.) will have lasting effects and drive increased demand and expectations for highly effective, always-on, omnichannel access to customer care.

2021 62

2021 Customer Experience Customer Journey Mapping Call Recording 62

TechSee

FEBRUARY 20, 2018

Customer self-service refers to customer-initiated interaction technologies that enable customers to access information and perform routine tasks without requiring the assistance of a live customer service representative.

Virtual Agent 132

Virtual Agent Contact Center Return on Investment Competitive Advantage 132

CSM Magazine

SEPTEMBER 8, 2023

Not only is this a frustrating waste of time for you (the customer), it can also heavily affect a brand’s reputation. But what is too often overlooked is the impact these interactions and frustrations are having on agents’ mental health and productivity. This is even more crucial considering the average industry churn rate is 40%.

Brands 59

Brands Average Handle Time Call Recording Technology 59

Interactions

JULY 10, 2019

The conference, which took place July 25-27 in Las Vegas with more than 2,000 attendees, emphasized the exciting transformation of the customer contact landscape through keynotes, Interactive Discussion Groups, and workshops. A main theme of innovation and technology was woven throughout each presentation. Consistency.

Customer Experience 59

Customer Experience Customer Care Workshop Reference 59

COPC

NOVEMBER 5, 2021

hosted as part of this fall’s Execs In The Know’s Customer Response Summit. During the interactive workshop, customer experience (CX) leaders from over 40 top brands collaborated on how their organizations are reevaluating and redesigning their outsourcing strategies this year and next. Competitive Sourcing Insights.

Contact Center 52

Contact Center Workshop White Paper 2021 52

CloudCherry

AUGUST 26, 2019

Across interactions with dozens of executives at Cisco we have come to greatly respect Cisco’s culture, brand and absolute commitment to customers. Cisco is also the global benchmark in Cognitive Collaboration and Customer Care solutions, which are very complimentary to us and our world view. . CloudCherry crew .

Culture 150

Culture Customer Care Leadership Presentation 150

Second to None

MARCH 18, 2021

It is vital for grocery brands to measure customer experience across all touchpoints as customer expectations rapidly evolve: online , in-app, on the phone, or in-store. Mystery Shopping, for example, can effectively evaluate each of these key channels and interactions, which directly impacts and elevates customer satisfaction.

Measurement 113

Measurement 2021 Brands Customer Experience 113

SurveySensum

FEBRUARY 16, 2024

The power of empathy in transforming simple exchanges into impactful customer experiences is often overlooked in telephonic communications. It’s vital to approach each interaction as an opportunity to better comprehend the customer’s perspective and establish a rapport.

Communication 52

Communication Interaction Connections Demo 52

SurveySensum

FEBRUARY 16, 2024

The power of empathy in transforming simple exchanges into impactful customer experiences is often overlooked in telephonic communications. It’s vital to approach each interaction as an opportunity to better comprehend the customer’s perspective and establish a rapport.

Communication 52

Communication Interaction Connections Demo 52

TechSee

MARCH 19, 2019

Customer care center metrics in the era of self-service clearly require a different approach. When visual interaction – whether via image or video – is combined with self-service, the opportunity for a better CX increases exponentially. Total Cost Per Contact: implementing self-service channels has been proven to reduce costs.

Metrics 146

Metrics Contact Center Virtual Agent Net Promoter Score 146

CSM Magazine

OCTOBER 5, 2020

Customer Service & Experience USA 2020 (November 17-18th) brings together an unrivalled list of senior customer service leaders from the world’s most powerful and innovative brands. Join 5000+ customer care professionals online for a virtual event that is purpose-built to propel your business into the future of customer service.

2020 52

2020 Customer Service Hotels Contact Center 52