Talkdesk

DECEMBER 1, 2020

Personalization: How an organization tailors a customer’s experience based on the customer’s profile and objective. Account & Interaction Management: How an organization integrates enterprise systems to collect, maintain and distribute customer information.

Contact Center 104

Contact Center White Paper Roadmap Webinar 104

Think Customers

APRIL 12, 2022

Customers aren’t impressed by technology alone; they are impressed by the quick and impactful help it provides. Tackling time-consuming tasks reduces the physical and often mental drain on associates to focus their energy on high-tier interactions. RPA don’ts: Do not rush AI technology.

White Paper 52

White Paper Contact Center Customer Satisfaction Technology 52

Beyond Philosophy

AUGUST 30, 2016

Satisfaction has always been largely about attitudes about a product or service experience. Attitudes are superficial and tactical, essentially dealing with transactions and interactions rather than longer-term experiences and relationships. The post Why, Oh Why, Is ANYBODY Still Measuring Customer Satisfaction?

Customer Satisfaction 60

Customer Satisfaction Measurement White Paper B2C 60

Education Services Group

AUGUST 27, 2018

In fact, researchers Dominic Fareri, Luke Chang and Mauricio Delgado published an article in The Journal of Neuroscience (2015) demonstrating the power of collaborative interactions in building and maintaining relationships. Read about this study and others in our white paper, Neuroscience and Customer Success.

White Paper 51

White Paper Download Customer Success 2015 51

Natalie Petouhof

AUGUST 15, 2022

Listening” to customers and employees today can be complex. It involves capturing not just what people tell us, but also how they’re interacting with our customer experience channels and how they feel doing this. And it’s a critical step toward showing empathy in customer experiences. Original Article by Ginger Conlon.

Customer Experience 52

Customer Experience White Paper Contact Center Competitive Advantage 52

Think Customers

OCTOBER 4, 2021

For your contact center operations, this can be beneficial by deflecting lower value Tier 0 and Tier 1 interactions, while also delivering 24/7 customer support at scale. Effective contact centers understand the right moments to introduce chatbot or messaging capabilities into a conversation to meet customer expectations every time.

White Paper 52

White Paper Contact Center Omnichannel Average Handle Time 52

GetFeedback

FEBRUARY 15, 2019

They’ve either signed up for your trial, downloaded a white paper or ebook, or possibly just visited your website. Prospects are interacting with your website, trial, onboarding materials, and inside sales team. New customers have given you money and decided your product is the right fit for them. Who are they?

Net Promoter Score 150

Net Promoter Score NPS White Paper Feedback 150

Beyond Philosophy

MAY 14, 2015

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. As many as 2/3 of Customer service interactions will occur without human-to-human contact.

White Paper 160

White Paper 2014 2015 2012 160

ENGAGE.cx

JUNE 19, 2015

As a result, customers are testing the boundaries of brand authenticity at every touch point. To meet their needs, engagement must become the responsibility of the whole business, and promises made by the brand need to be met at every interaction with customers. The Imperative of Understanding the Customer.

White Paper 69

White Paper Touchpoint Download Innovation 69

Uniphore

DECEMBER 13, 2021

From streamlining and simplifying self-service to augmenting live agent interactions, these tools help optimize every conversation, delivering measurably better outcomes, including: Higher customer satisfaction (CSAT) and net promoter scores (NPS). Increased first contact resolution (FCR) rates.

Retail 105

Retail Net Promoter Score Customer Experience Download 105

CSM Magazine

JANUARY 12, 2021

Perhaps your objectives are more qualitative and based on measures of customer satisfaction, customer effort and customer lifetime value? Using this approach, customer experience (CX) leaders can quickly identify what customers want and track intent trends to train the AI tool to learn from each interaction.

White Paper 52

White Paper Average Handle Time Automotive Transportation 52

Calabrio

JULY 29, 2016

Technology has made huge advances in recent years as the contact center has shifted from an unsightly but necessary business function to the cornerstone of customer experience. However, for companies to really understand interactions within the contact center, evaluating interactions at random will not give a complete picture.

Contact Center 56

Contact Center White Paper Omnichannel Call Center 56

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

Centercode

JUNE 18, 2019

When it comes to closing the feedback loop, there are two levels of interaction that come into play. One focuses on communication and customer experience and looks like this: Customer submits product feedback as issues, ideas, or praise. Company reviews customer feedback. Download the Free Feedback Playbook White Paper.

Feedback 56

Feedback White Paper Customer Centricity Social Media 56

Uniphore

NOVEMBER 11, 2021

Today, conversational AI is helping businesses capitalize on every customer interaction across every channel. With a conversational automation platform that understands the customer’s real intent and sentiment, banking contact centers can deliver a positive conversational experience that drives customer satisfaction.

Banking 52

Banking Net Promoter Score Contact Center NPS 52

inmoment

JUNE 17, 2019

Companies spend billions of dollars each year analyzing all types of digital interaction data — from social posts to online reviews. While new technology is revolutionizing brands’ customer experience capabilities, InMoment’s findings show that successful CX still relies on some of the basic tenets of human relationships.

2019 53

2019 Customer Experience White Paper Definition 53

ClearAction

FEBRUARY 7, 2016

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. Integrating Customer-Focus & Measurement in Day-to-Day Business. You Can Find Customer Satisfaction.

Article 48

Article Customer Experience 2009 White Paper 48

Uniphore

NOVEMBER 11, 2021

So, whether a customer is planning a trip or dealing with an unexpected travel change, they can expect a smooth, highly personalized experience from start to finish. Optimize Customer Interactions With today’s sky-high customer expectations, businesses are under greater pressure than ever to “get it right” when it comes to CX.

Hospitality 52

Hospitality Travel Touchpoint Download 52

CSM Magazine

JUNE 4, 2020

Companies need to ensure that the partners, countries and solutions they select are fit for purpose for their customers tomorrow and not just for their profitability today. To find out more, click here to download the 4T4 and Puzzel white paper entitled “Contact Centre Outsourcing – Top 8 Challenges” or visit www.4t4consult.co.uk.

White Paper 52

White Paper Consulting B2C 2019 52

Andrew Mcfarland

SEPTEMBER 21, 2022

People with excellent relationship-building skills can often cultivate long-term relationships with customers, suppliers, and business partners. A well-developed network of contacts can lead to better customer satisfaction and a more consistent cash flow. This ability can be essential in tough economic times.

White Paper 48

White Paper Sales Document Webinar 48

Uniphore

DECEMBER 17, 2021

healthcare market must continue to transform how they interact with consumers if they want to succeed. on a 100-point scale for customer satisfaction, which Forrester categorizes as an “OK” rating. What’s the key to driving improved customer satisfaction? Post-interaction analytics.

Healthcare 52

Healthcare Contact Center 2021 Average Handle Time 52

PeopleMetrics

FEBRUARY 11, 2015

Multitudes of companies have joined the customer experience transfomation bandwagon. They have Voice of the Customer software and solutions in place. They are measuring Net Promoter Scores (NPS scores) and Customer Satisfaction levels in real-time. 1) Awareness, 2) Discovery, 3) Attraction, and 4) Interaction.

Sales 79

Sales White Paper Net Promoter Score B2B 79

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.

Healthcare 59

Healthcare Consumers Hospitality 2021 59

ProProfs Chat

JULY 13, 2018

Return customers might not be as loyal as your brand’s advocates but their previous satisfied experience with you provides a level of trust that you can’t find in your first-time customers. Customer retention could generally be traced down to customer satisfaction. Well, usually that’s not the case.”

White Paper 63

White Paper Advertising Customer Retention Customers 63

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

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

CX Journey

APRIL 7, 2016

Companies spend vast sums training employees to follow procedures and flowcharts when interacting with customers. (“If If the customer says X, respond with Y.”) But highly scripted employees are often less able to be imaginative or empathetic about a customer’s true needs.

Culture 56

Culture White Paper Net Promoter Score Airlines 56

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.

Omnichannel 143

Omnichannel White Paper Contact Center Touchpoint 143

8x8

MARCH 17, 2019

For example, valuable insights can be gleaned by analyzing interactions between an inside sales team and their prospects.”. With access to this richer data, companies are able to quickly identify the additional operational improvements needed to accelerate sales, enhance customer satisfaction and improve employee performance.

Insights 91

Insights Contact Center White Paper Return on Investment 91

Comm100

JANUARY 14, 2020

At its core, the digital omnichannel promise is simple; it means supporting customers effectively and cohesively across all digital channels. In customer service, digital omnichannel effortlessly blends digital touchpoints to form a unified view of the customer. Increased customer satisfaction. White Paper.

Omnichannel 40

Omnichannel White Paper 2020 Social Media 40

Comm100

JANUARY 19, 2017

According to Ruby Newell-Legner’s book, Understanding Customers, “It takes 12 positive experiences to make up for one unresolved negative experience”. When our customers are unsatisfied with an interaction with or a purchase from our company, the best thing that we can do is apologize to them.

Workshop 88

Workshop Customer Service Representative Events 2018 88

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. SaaS Marketing Automation Tool.

White Paper 71

White Paper Advertising Sales Social Media 71

Comm100

JANUARY 19, 2017

According to Ruby Newell-Legner’s book, Understanding Customers, “It takes 12 positive experiences to make up for one unresolved negative experience”. When our customers are unsatisfied with an interaction with or a purchase from our company, the best thing that we can do is apologize to them.

Workshop 80

Workshop Customer Service Representative Events 2018 80

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. correlation.

Engagement 145

Engagement White Paper 2015 Consulting 145

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. People who interact with such companies feel safe, secure, and pleased in their dealings.

Financial 144

Financial White Paper Books Airlines 144

Comm100

JANUARY 14, 2020

At its core, the digital omnichannel promise is simple; it means supporting customers effectively and cohesively across all digital channels. In customer service, digital omnichannel effortlessly blends digital touchpoints to form a unified view of the customer. Increased customer satisfaction. Reduced costs.

Omnichannel 52

Omnichannel 2020 White Paper Social Media 52