Talkdesk

DECEMBER 1, 2020

More than 60% of customers are extremely willing or very willing to switch brands to have a better customer service experience. Customer experience (CX) is critical to retaining and driving business and the mandate to improve it is constant.

Contact Center 104

Contact Center White Paper Roadmap Webinar 104

Comm100

OCTOBER 17, 2017

Before “customer service” was even a thing, the Seven Deadly Sins existed as a guideline for moral living. Perhaps somewhat surprisingly, some of these “old school” lessons still have a place in the society of today, and have significant overlap with bad customer service practices. avaritia / Greed. acedia / Sloth.

Customer Service 50

Customer Service White Paper Social Media Customer Satisfaction 50

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. At its core, the digital omnichannel promise is simple; it means supporting customers effectively and cohesively across all digital channels. Increased customer satisfaction.

Omnichannel 40

Omnichannel White Paper 2020 Social Media 40

Totango

AUGUST 23, 2022

Thus, customer journey touchpoints may occur anywhere in the marketing, sales and support processes. B2B Customer Journey Touchpoints and Your Team. Customer service. Customer success. B2B Customer Journey Touchpoint Functionality. Delivering customer support. White papers. Tech support.

Touchpoint 116

Touchpoint Customer Journey B2B Customer Journey Mapping 116

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. Customer Service. The benefits of customer service agents (and all employees for that matter) being information aware are especially great when it comes to service.

White Paper 104

White Paper 2015 Culture 2014 104

Think Customers

APRIL 12, 2022

Customer service is demanding. On average a contact center associate needs to handle complex applications, urgent customer needs, and all the manual inefficiencies that come with service inquiries. They need the right tools for the job. Especially when they are deployed strategically and with purpose.

White Paper 52

White Paper Contact Center Customer Satisfaction Technology 52

CSM Magazine

SEPTEMBER 11, 2019

The bright minds of service will discuss today’s challenges and share their learnings. Takeaway our ‘Radical Age of Uberization white paper’ , written in conjunction with Field Service News. Localz “on my way” messaging increases customer satisfaction and first time access rates.

Innovation 45

Innovation White Paper Events Customer Satisfaction 45

Think Customers

OCTOBER 4, 2021

Customers want to reach brands on their own terms, whenever, wherever. Chatbot and messaging capabilities are the essential tools needed to provide this 24/7, personalized customer service. But these two platforms aren’t interchangeable. What is messaging? Learn more about messaging and chatbots today.

White Paper 52

White Paper Contact Center Omnichannel Average Handle Time 52

Totango

SEPTEMBER 22, 2022

Software-as-a-Service ( SaaS ) tools automate your business functions, fueling your growth by increasing efficiency. 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. Financial planning.

White Paper 71

White Paper Advertising Sales Social Media 71

CSM Magazine

JANUARY 12, 2021

Customer service leaders and chief information officers (CIOs) are often asked what are they doing about artificial intelligence and automation. Perhaps your objectives are more qualitative and based on measures of customer satisfaction, customer effort and customer lifetime value? Abbie Heslop at EBI.AI

White Paper 52

White Paper Average Handle Time Automotive Transportation 52

Beyond Philosophy

MAY 14, 2015

Parature is a research and advisory firm specializing in communicating service-centric best practices. Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance.

White Paper 160

White Paper 2014 2015 2012 160

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

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. At its core, the digital omnichannel promise is simple; it means supporting customers effectively and cohesively across all digital channels. Increased customer satisfaction.

Omnichannel 52

Omnichannel 2020 White Paper Social Media 52

Uniphore

DECEMBER 13, 2021

To remain competitive in this increasingly digital landscape, retailers must create an inviting and intuitive customer experience that works seamlessly from end to end and across all channels. In fact, customers routinely rank high-quality customer service and timely issue resolution among the most important online shopping considerations.

Retail 105

Retail Net Promoter Score Customer Experience Download 105

Service Untitled

NOVEMBER 8, 2012

Patients want to know the process, and as doctors and dentists whose positive interaction with patients develop, a new culture for the entire office revolves around making people feel important – not just a human body wearing a white paper gown. photo by: The National Guard.

White Paper 53

White Paper Customer Service Magazine Hospitality 53

CustomerSuccessBox

JUNE 27, 2022

Throughout the customer lifecycle, your CS team may also be involved in various handoffs. They might refer a client to your account management, development, or customer service teams. Additionally, having access to as much information as you can throughout these handoffs betters the customer experience.

Customer Success 52

Customer Success Customer Experience White Paper Net Promoter Score 52

CSM Magazine

JUNE 4, 2020

Practices that fail to keep pace with, and become misaligned with customer service strategies – often, when a customer service method changes, the people responsible for delivering it don’t change. While the boardroom may applaud the reinvention, their customers could be fighting to get what they bought.

White Paper 52

White Paper Consulting B2C 2019 52

Beyond Philosophy

NOVEMBER 28, 2016

Several years ago, in worldwide customer service experience research conducted for a major high-tech client, to drive stronger downstream customer behavior, it was found that processes and customer interaction had to take service employees well beyond the basics of knowledge, efficiency, and friendliness.

Engagement 145

Engagement White Paper 2015 Consulting 145

Uniphore

NOVEMBER 11, 2021

Customers unable to access their branch locations increasingly took to digital channels for their customer service needs. Today, conversational AI is helping businesses capitalize on every customer interaction across every channel. For the finance industry, the global pandemic was a watershed moment.

Banking 52

Banking Net Promoter Score Contact Center NPS 52

Bold360

DECEMBER 4, 2016

According to Zendesk’s 2014 Benchmark report , customer service rankings dropped to their lowest during the holiday season, with the travel industry experiencing the largest -7 point drop, the most drastic in comparison to all other industries. Train your customer service reps to deal with difficult customers.

Call Center 56

Call Center Travel Multi-Channel White Paper 56

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. Download Free.

Social Media 49

Social Media Customer Service Strategies Customer Service Download 49

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. Service is one of the few times that companies will directly interact with their customers.

Financial 144

Financial White Paper Books Airlines 144

Uniphore

NOVEMBER 11, 2021

Conversational AI is helping travel and hospitality leaders weather the turbulence and welcome new customers with next-generation CX. In this article, we unpack how AI-powered customer service solutions are working to: Personalize the Traveler Experience More customers are shopping for, booking and changing travel plans online.

Hospitality 52

Hospitality Travel Touchpoint Download 52

ClearAction

FEBRUARY 7, 2016

Employee Engagement in Superior Customer Experience Build a Sustainable Strategy for Customer Experience Management. Integrating Customer-Focus & Measurement in Day-to-Day Business. You Can Find Customer Satisfaction. Managing the Customer Experience Across Service Channels. Customer Centricity.

Article 48

Article Customer Experience 2009 White Paper 48

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

Uniphore

DECEMBER 17, 2021

on a 100-point scale for customer satisfaction, which Forrester categorizes as an “OK” rating. What’s the key to driving improved customer satisfaction? Out of six categories included by Forrester, customer service is the number one driver. Understanding Customer Service Challenges for U.S.

Healthcare 52

Healthcare Contact Center 2021 Average Handle Time 52

CX Journey

APRIL 7, 2016

Instead, many companies would benefit from a more dramatic service revolution that quickly rebuilds their culture around the vision of taking action to create new or greater value for others. Four Common Mistakes and How to Do it Better There is a better way to build a culture that quickly and dramatically improves customer service.

Culture 56

Culture White Paper Net Promoter Score Airlines 56

Comm100

NOVEMBER 15, 2017

This means for the average contact center, 52% of total calls handled by customer service representatives are for customers who are calling 2 or more times to resolve their call.”. You can tell whether you have achieved a first contact resolution by asking the customer the following questions: Has your issue been resolved?

White Paper 45

White Paper Reference Social Media Download 45

CSM Magazine

FEBRUARY 14, 2017

Consistently low scoring net promoter score (NPS) customers are routed to another team focussed on understanding why their customer satisfaction scores are low. Customers are offered a ‘random act of kindness’ to acknowledge their loyalty based on how long they have been active customers. About the Author.

Engagement 40

Engagement White Paper Net Promoter Score Definition 40

LiveChat

JUNE 8, 2018

54% of people have stopped purchasing from companies that provided bad customer service in 2017. This goes to show how important it is for you to provide good customer service. If you really want to retain your customers, gain their loyalty, and hope for repeat business, you need to step up. In 2016, it was 49%.

Communication 66

Communication Social Media B2C White Paper 66

CSM Magazine

NOVEMBER 28, 2017

However, with unexpected changes in call volumes and high levels of absenteeism, the engine room of many organisations’ sales and customer service operations, are notoriously difficult to manage. The need to be as proactive as possible is huge driver in contact centres. Recognise a theme? About the Author.

White Paper 40

White Paper Download Financial Leadership 40

Comm100

APRIL 28, 2016

While the article was rife with criticism towards the iconic company’s training tactics, it’s worth noting that Apple is generally categorized into the upper echelon of excellence in customer service. That they get one crucial thing right in customer service: empathy. The Power of Empathy. Unexpected issue.

White Paper 52

White Paper Download 2011 Customers 52

Uniphore

JANUARY 21, 2022

Healthcare compliance and customer service have traditionally been human-led enterprises, staffed by subject experts with access to a vast wealth of manual tools and data. AI-powered analytics optimize patient and member services. Healthcare CX, it seems, is as complicated and convoluted as healthcare compliance.

Healthcare 59

Healthcare Consumers Hospitality 2021 59

Comm100

JANUARY 19, 2017

We pride ourselves on our service, and would never do something like that. Please contact customer support for any further concerns you might have – our customer service agents are always very happy to help. In this example, Ashley was very vague when approaching the customer’s issue. Customer Service Manager. +1

Workshop 88

Workshop Customer Service Representative Events 2018 88

Comm100

JANUARY 19, 2017

We pride ourselves on our service, and would never do something like that. Please contact customer support for any further concerns you might have – our customer service agents are always very happy to help. In this example, Ashley was very vague when approaching the customer’s issue. Customer Service Manager. +1

Workshop 80

Workshop Customer Service Representative Events 2018 80

Comm100

MAY 5, 2016

While giving customer service operators the ability to conduct chats simultaneously is one of the big advantages to live chat over other channels, it’s actually a very hard thing to do. White Paper] The Guide to Becoming a Top Performing Live Chat Operator. Well-trained operators mean better customer satisfaction.

Multi-Channel 42

Multi-Channel White Paper Books 2015 42