Up Your Service

NOVEMBER 28, 2019

This program is now delivered in person, online, with ‘Train-The-Trainer’ support, is easily customized, and has been translated into 15 languages for clients around the world. A lot of the research has been published in this white paper which Harvard Business Review enjoyed and they excerpted it into an article.

White Paper 52

White Paper Customer Service B2C Leadership 52

SaleMove

MAY 14, 2021

This includes the insurance industry: many have grappled with the desire to deliver impeccable and uninterrupted customer service while their teams work remotely. Customers have come to expect access to offerings online and for insurers to meet them within their digital journey.

Insurance 52

Insurance White Paper Contact Center Call Center 52

Talkdesk

MAY 28, 2020

In addition, it’s a considerable investment that can have devastating effects on voice quality and create customer service issues that may not become apparent until it’s too late. Customer service and retention are at the core of all business operations.

White Paper 79

White Paper Contact Center Download Connections 79

ShepHyken

NOVEMBER 24, 2017

This week we feature an article by Brooke Harper who writes about the importance of using social media to provide great customer service. If you’re not monitoring what customers are saying about you and your company on social media, what are you waiting for?! – Shep Hyken.

Social Media 88

Social Media Blog Customer Service White Paper 88

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. 70% of shoppers have stopped buying goods or services from a company after experiencing poor customer service. Were any of us, really, surprised as customers?

Customer Experience 282

Customer Experience Social Media White Paper Poor Customer Service 282

Natalie Petouhof

JUNE 29, 2019

white paper Table of Contents Executive Summary 2 What is a Social Customer? 4 The Challenges in Managing Today’s Social Customer Service 5 Is Your Company at Risk for Social Media Disasters? 3 What Does this New Socially-Enabled Enterprise Look Like? 5 Examples of Brands Affected by Negative […].

White Paper 40

White Paper Customer Service Social Media Customers 40

Eptica

FEBRUARY 28, 2018

Date: Wednesday, February 28, 2018 Why the future of customer service isn’t just automation. Author: Pascal Gauvrit The rise of artificial intelligence is leading many experts to predict that the future of customer service will be driven by automation and technology , without the need for human agents to interact with consumers.

Customer Service 62

Customer Service White Paper Banking 2018 62

CSM Magazine

OCTOBER 12, 2023

Sabio Group, the global digital experience transformation services specialist, has partnered with customer engagement expert Martin Hill-Wilson to release the 2023 edition of its acclaimed CX Realities white paper series.

2023 52

2023 White Paper Omnichannel Download 52

Bold360

NOVEMBER 16, 2016

Also called “support bots” when used in customer service, they offer instant answers and intuitive connectivity. Another major perk; they allow brands to field many more requests for information than they ever could via traditional means of customer service. Click here and download our free white paper!

Customer Service 86

Customer Service White Paper Customers Brands 86

ClientSuccess

JANUARY 11, 2023

The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience. To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies.

Customer Success 80

Customer Success White Paper Loyalty ROI 80

Talkdesk

MAY 22, 2020

I talked to other leaders in the call center and customer experience (CX) space to see if they had the same challenges as me and how they were solving them. White papers: What research already exists? I looked into white papers and blogs from industry leaders in the contact center operation space.

White Paper 94

White Paper Contact Center Call Center Technology 94

SaleMove

JULY 9, 2021

Using the customers’ ‘digital footprint’ can help agents understand and anticipate customer needs, and help you meet customers where they are in the process. Digital Customer Service has enabled insurers to dramatically reduce online abandonment rates, accelerate sales processes, and improve agent quote-to-bind processes.

Insurance 52

Insurance Sales White Paper Customer Centricity 52

Storyminers

JANUARY 26, 2015

They used the then-new tech to operate more efficiently and … Continue reading → Blog Customer Engagement Strategy Customer Experience Customer Experience Design Customer Experience Strategy Experience Design Instructions Service Design Strategy articles business strategy customer experience customer service Experience Designer service (..)

White Paper 70

White Paper Customer Experience Design Article Blog 70

ShepHyken

MARCH 26, 2019

About : Dr. Natalie Petouhoff is the Vice President of Customer Service Innovation at Salesforce Service Cloud. With years of experience as a contact center analyst, a customer service advisor, and more, she has authored over 150 white papers, e-books, and webinars.

White Paper 124

White Paper Contact Center E-support Social Media 124

CSM Magazine

SEPTEMBER 8, 2023

For the CX industry, this is fantastic news as it focusses on the convergence of contact centre and customer service technologies bringing together “data, agents, bots and communication channels” for smarter end-to-end customer and employee experiences. What does this mean for the industry?

White Paper 52

White Paper Leadership Multi-Channel 2021 52

C3Centricity

AUGUST 2, 2021

As mentioned last week, you can download the full white paper HERE. Exchange the defective product, have customer service solve the problem, issue accurate invoices. Train customer service, give them the power to make decisions up to a certain level. Be easy to do business with.

White Paper 71

White Paper Customer Relationship Management Download NPS 71

Tricia Morris

AUGUST 11, 2015

According to the American Customer Satisfaction Index (ACSI), a leading cross-industry consumer survey, citizen satisfaction with federal services overall is at an eight-year low , with satisfaction scores averaging 64.4 A big reason is because they’re not listening to and acting upon what their customers want or need.

Government 81

Government Customer Service White Paper 2015 81

CSM Magazine

JULY 27, 2022

Once a prospect turns into a customer – whether they’re contracted to your business or they make infrequent purchases – you need to retain them and ensure they become loyal to your brand. What will loyal customers do for your business? Customers should be rewarded for loyalty. Offer loyalty benefits. About the Author.

Customer Journey 64

Customer Journey White Paper Loyalty Consumers 64

Talkdesk

JULY 20, 2020

When business as usual was disrupted in the customer service sector due to COVID-19, IT leaders turned to their business continuity plans to keep operations running. As the name implies, these plans include guidelines and procedures for reacting to potentially critical events that jeopardize business operations.

Call Center 93

Call Center White Paper Contact Center Download 93

ShepHyken

NOVEMBER 16, 2016

If it was good, it might prompt a customer to pick up the phone or email an inquiry. But, today a good website is about offering up new content, sometimes daily (or even more often), in the form of articles, white papers, videos and even games. Customers can post comments and interact.

White Paper 134

White Paper Marketing Customer Experience Advertising 134

Circular Edge

JULY 28, 2022

Download this white paper to access the tools to help you analyze how NetSuite’s various platform offerings help meet your organization’s objectives today, adapt to the industry disruptions of tomorrow, and realize savings. Corporate Email Address *.

White Paper 52

White Paper Apparel Telecommunications Transportation 52

Circular Edge

JULY 21, 2022

Download this white paper to learn how implementing a comprehensive system like NetSuite can increase efficiencies in your business operations. Corporate Email Address *.

White Paper 52

White Paper Apparel Telecommunications Transportation 52

CSM Magazine

SEPTEMBER 15, 2021

Today, intelligent marketing service Upside releases its first industry white paper on retail loyalty, which identifies that the value of one loyal customer is equal to that of twenty-two non-loyal customers.

Retail 52

Retail White Paper Banking Loyalty 52

Circular Edge

JULY 29, 2022

Download this white paper to understand many of the issues that manufacturers and distributors typically face, and why so many have decided to move to NetSuite—the #1 cloud ERP for manufacturing companies. Corporate Email Address *.

White Paper 52

White Paper Apparel Telecommunications Transportation 52

Andrew Mcfarland

SEPTEMBER 23, 2022

It also helps to increase brand awareness and improve customer service. In addition, webinars, white papers, and video content are essential for establishing credibility. It also helps them improve product offerings, increase sales, and improve customer service.

White Paper 48

White Paper Webinar Competitive Advantage Touchpoint 48

Up Your Service

APRIL 3, 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. There is a better way to build a culture that quickly and dramatically improves customer service. We’d love to hear from you.

White Paper 65

White Paper Customer Service Culture NPS 65

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

Uniphore

DECEMBER 20, 2021

The post Reducing Attrition in BPO Customer Service appeared first on Uniphore. Technology can improve training and coaching. Automation can eliminate mundane tasks. The right tools can empower employees. Want to learn more? Download the Article.

Customer Service 52

Customer Service Contact Center Download Article 52

Kayako

MAY 13, 2022

Today’s customer expects efficient, seamless interactions with products, services, and customer service help across various devices. Fortunately, customers also like to help themselves. The portals also automate routine customer issues such as changing account information or passwords. White papers.

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110

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 49

Customer Service White Paper Social Media Customer Satisfaction 49

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. Even millions!

Social Media 87

Social Media Customer Service Marketing Airlines 87

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

UJET

DECEMBER 2, 2020

But these solutions should be supported by live agents who are available to step in when the IVA solution or customer reaches the limits of their ability to resolve an issue. To learn more about the viability of IVAs and limits of zero-footprint contact centers, please see DMG’s white paper, Will Robots Make Live Agents Obsolete?

Contact Center 72

Contact Center White Paper Virtual Agent Consulting 72

CloudCherry

JANUARY 22, 2020

A recent Forrester white paper entitled How to Transition Your Voice-Of-The-Customer Vendor explains that “failure is not always the vendor’s fault.” Direct feedback from customers can still come from surveys, focus groups, and interviews, all of which are important for product development.

White Paper 243

White Paper Social Media Feedback 2019 243

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. So, what should you look at when planning or evaluating your customers’ digital journey? White Paper.

Customer Journey 40

Customer Journey White Paper Social Media B2C 40

SaleMove

MAY 29, 2020

Digital Customer Service, including CoBrowsing and video, enables true Guided Lending that helps resolve matters more quickly, completely, and accurately online to everyone’s benefit and satisfaction—including the next borrower in the queue that won’t have to wait so long for service.

White Paper 52

White Paper Banking Document Reference 52

CSM Magazine

JANUARY 24, 2023

Testing ChatGPT’s CX expertise So to find out more, I thought I would ask ChatGPT some questions from a CX and customer service perspective. In a customer service setting, ChatGPT could be used to assist human agents to answer customer inquiries and provide helpful information.

White Paper 52

White Paper Contact Center Events Interaction 52