Eptica

MARCH 18, 2020

Author: Tom Walmsley - Business Development Manager Delivering superior customer service requires balancing resources and channels to meet the full range of consumer needs. For a detailed overview of the five key business benefits that Montblanc is experiencing and more about its plans for the future, download the full case study here.

Interaction 79

Interaction Multi-Channel Customer Service 2020 79

Kustomer

JULY 18, 2022

A great CRM delivers end-to-end service automation across all channels, fostering more brand-customer communication and a more seamless routing and agent handover experience. CX professionals identified SMS as one of the channels they anticipate will become increasingly popular, according to recent Kustomer research. Social Listening.

Connections 98

Connections Multi-Channel Social Media Measurement 98

Kustomer

JANUARY 7, 2022

Chatbots, FAQ pages and downloadable product manuals serve to empower the customer with self-service options that provide swift answers to questions and unburden team members, allowing them to dedicate time to more complex issues. In addition, social media platforms have been an increasingly popular channel for consumers.

Social Media 98

Social Media E Commerce Omnichannel Multi-Channel 98

BirdEye

FEBRUARY 14, 2023

Free Audio Guide] Online reputation management for multi-location businesses – Download Now 6 Top benefits of having an online reputation management consultant Working with online reputation management consultants is a wise move, even if you have a handle on managing your online presence.

Consulting 97

Consulting Management Social Media Multi-Channel 97

Hero Digital

SEPTEMBER 11, 2020

Healthcare companies can appeal to this audience by creating a credible and convenient patient experience enabled by cutting-edge technology and self-serve tools. New patients will be expecting a multi-touch journey across all channels — from smart watches to telehealth to in-person appointments. Download the full report.

Healthcare 52

Healthcare Loyalty Multi-Channel Download 52

CSM Magazine

FEBRUARY 28, 2020

The collaboration will utilise the technologies of both companies to provide customers with self-service solutions capable of enhancing customer experience, sales and support services. About Spitch. In 2019, Spitch was recognized by Gartner as a “cool vendor” in speech and natural language, in a corresponding report.

Virtual Agent 59

Virtual Agent Multi-Channel Banking 2019 59

CSM Magazine

MAY 17, 2021

The modern multi-channel contact centre has entered what we at Calabrio call a Cloud-Smart Era, one where the cloud is set to drive strategic business value rather than merely support tactical cost-optimisation. Seeing is believing. Take it step by step. What’s next?”. About the Author.

Multi-Channel 96

Multi-Channel 2021 Download Communication 96

CSM Magazine

FEBRUARY 28, 2020

The collaboration will utilise the technologies of both companies to provide customers with self-service solutions capable of enhancing customer experience, sales and support services. About Spitch. In 2019, Spitch was recognized by Gartner as a “cool vendor” in speech and natural language, in a corresponding report.

Virtual Agent 52

Virtual Agent Multi-Channel Banking 2019 52

Confirmit

APRIL 9, 2018

Confirmit’s clients create multi-channel, multi-lingual research programs that engage customers, empower employees, and deliver a compelling respondent experience. Download the fact sheet to find out: Why Confirmit has been driving the MR market for over 20 years. Market Research Factsheets.

Multi-Channel 40

Multi-Channel Return on Investment Download Financial 40

Confirmit

APRIL 9, 2018

Confirmit’s clients create multi-channel, multi-lingual research programs that engage customers, empower employees, and deliver a compelling respondent experience. Download the fact sheet to find out: Why Confirmit has been driving the MR market for over 20 years. Market Research Market Research.

Multi-Channel 40

Multi-Channel Return on Investment Download Financial 40

Confirmit

APRIL 9, 2018

Confirmit’s clients create multi-channel, multi-lingual research programs that engage customers, empower employees, and deliver a compelling respondent experience. Download the fact sheet to find out: Why Confirmit has been driving the MR market for over 20 years. Market Research Market Research.

Multi-Channel 40

Multi-Channel Return on Investment Download Financial 40

CSM Magazine

APRIL 14, 2021

Respondents cite the difficulty of linking business outcomes to real customer needs (83%), insufficient technology platforms (77%), and a lack of vision and alignment among leaders, teams, and employees (72%). 65% of respondents expect that new technology leads to improved customer insights. Download the study here: [link].

Multi-Channel 52

Multi-Channel Customer Insights Entertainment Insights 52

Optimove

AUGUST 22, 2023

This ensures that your messages reach a wider audience, including those with varying technology preferences. Minimal Effort to Engage: NFL gamblers don’t need to download an app or navigate through a website to access SMS messages, making it a hassle-free way to engage them.

Multi-Channel 40

Multi-Channel 2023 Download Insights 40

Uniphore

AUGUST 6, 2021

Download eBook. In fact, Gartner estimates that of the 70 percent of customers who attempt self-service during their resolution journey, only 9 percent of calls are resolved through that channel alone. Using the technology, agent intent to leave decreased by 25 percent, while customer satisfaction grew by more than 95 percent.

Contact Center 98

Contact Center Call Center Social Media Multi-Channel 98

West Monroe

JULY 30, 2023

The future of banking—this year and beyond—hinges on understanding customers, building seamless experiences both digital and interpersonal, and evolving multi-channel strategies to meet needs and navigate a turbulent economy; this only matters more at the mid-year point of the year.

Banking 52

Banking 2023 Multi-Channel Financial 52

CSM Magazine

APRIL 15, 2021

Surprisingly a fifth (21%) of respondents saw positive impacts of the pandemic with 17% citing the ‘greater embrace of digital technology has significantly changed their business model’. For more information and insights, download Calabrio’s Recovery Accelerator Kit EBook. About the Author.

Multi-Channel 52

Multi-Channel Brands Download 2020 52

Bold360

AUGUST 18, 2020

Adoption of self-service is largely being driven by customer preferences around how and when they want to engage with brands in a 24/7, multi-channel business climate, as well as by operational/organizational needs to scale customer engagement amid uncertainty. A great EX thus supports a great CX. Customer experience.

Customer Engagement 52

Customer Engagement CEM Engagement Multi-Channel 52

Kustomer

JULY 28, 2022

The global pandemic, the remote work movement, the advancement of commerce technology — are all factors that have contributed to a shift in the consumer mindset. An omnichannel approach , or providing consistent service across all communication channels , makes engaging with your customers that much more accessible.

Customer Experience 105

Customer Experience E Commerce E-support Social Media 105

Experience Matters

JANUARY 20, 2015

Download report for $195. As a result of this work, Dell has opened 16 solution centers—which gives customers a place to experience solutions—and has provided proactive support over a wide variety of social channels, simplified Dell.com for consumer and business users, and implemented more than 540 customer innovation ideas.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

Comm100

MAY 20, 2022

Thanks to the development of technology, consumers expect fast, accessible, and accurate support all day, every day. To match customer expectations, organizations must adopt a digital-first approach to customer experience (CX) and put the most popular customer service channel at the core – live chat. Power’s latest U.S.

2021 83

2021 Multi-Channel Consumers Connections 83

Confirmit

AUGUST 30, 2017

As technology evolves and demands change, they are now facing: Cheaper global competition. I’d bet some of these will ring a bell: Multi-national - Multi-lingual projects. More channels, more sources. New methodologies, new technologies. Spare a thought for research buyers. Innovative new offerings.

Multi-Channel 45

Multi-Channel Download Technology Consumers 45

NetBase

NOVEMBER 29, 2018

We already support channel coverage on this new API, so we are very familiar with what it takes to get this working for our users. We know this could present a challenge for multi-product companies, but this is not a NetBase limitation, it’s an Instagram one. Our agile development process releases new product every 3 weeks.

Multi-Channel 56

Multi-Channel Download Customer Confidence Metrics 56

Clarivate

JULY 18, 2018

Companies sought to optimize touchpoints in individual channels, like customer service, however, most companies did not realize the importance of seeing the customer journey as a whole. To solve above-mentioned problems, we use these technologies regularly and intensely on behalf of our customers.

Touchpoint 40

Touchpoint Multi-Channel Financial Customer Journey Mapping 40

Qualtrics

FEBRUARY 16, 2021

Technology is improving the guest digital experience. Whether it’s to satisfy a millennial’s native use of technology during their stay, to offer better efficiencies of service or a seamless entertainment service during a guest’s stay, technology is a key part of the hotel experience. from the average lead time pre-pandemic).

Guest Experience 49

Guest Experience 2021 Hotels Hospitality 49

Confirmit

MARCH 13, 2018

If you’re doing something with new technologies, such as mobile or text analytics, consider our Innovation category. You can download the submission forms to get all the detail, but you’ll need the broad details of your program so you can provide a description. What information do I need? We’d love that, but no.

Multi-Channel 40

Multi-Channel B2B Download NPS 40

Qualtrics

APRIL 11, 2019

The idea of developing and driving a multi-channel employee experience program, handling analytics and strategy, and acting on the feedback your receive in a timely way sounds daunting to say the least. Software and infrastructure are important for developing communication channels across your silos. Establish ownership.

Employee Experience 24

Employee Experience Multi-Channel Feedback Culture 24

Thematic

AUGUST 7, 2019

When it comes to seeing improvements in CX, it can take months or even years to obtain the results, and it’s a multi-step process : Step 1. With the growth of NPS, many companies have been investing heavily in element 1: Introducing technologies to collect customer feedback across all different touchpoints. ROI or Die!

ROI 123

ROI 2019 NPS Metrics 123

Confirmit

FEBRUARY 25, 2019

If you’re doing something with new technologies, or are using interesting new approaches, consider our Innovation category. We do require that a significant part of the program is run on Confirmit’s technology (E.g. Just go to the Nomination Forms of the ACE Awards page , and download the submission form you need.

Multi-Channel 40

Multi-Channel B2B Contact Center Presentation 40

NICE inContact

OCTOBER 17, 2019

Much has been written about the growth of self-service technologies, like mobile apps and chatbots. ” In fact, we discovered that almost half of businesses expect to need additional resources for their agent-assisted channels in the coming year, and it’s being driven by consumer demand. Download your copy today.

Contact Center 48

Contact Center Social Media 2019 Touchpoint 48

NICE inContact

MAY 23, 2019

Emerging technologies and changing consumer demands fundamentally have shifted the way businesses interact with their customers. This dynamic has created a scenario in which organizations have to offer many more service channels than in the past in order to address the wide spectrum of preferences and capabilities of their customer base.

Contact Center 55

Contact Center 2019 Omnichannel 2018 55

Alliance by IFS

OCTOBER 18, 2019

Alliance’s service scheduling software , for example, uses demand forecasting technology, technician profiling, and real-time traffic data to improve workforce dispatch and routing. Boost Technician Productivity with Mobile Technology. Multi-channel communication. Client self-service portals.

Multi-Channel 30

Multi-Channel ROI Customer Retention Travel 30

InMoment XI

DECEMBER 7, 2023

CX is a multi-layered concept, and to truly understand customer experience at scale, you need to have a good understanding of customer experience KPIs and metrics. It also involves collecting and connecting customer experience data from every touchpoint and channel for a complete view of the customer journey.

Metrics 260

Metrics Net Promoter Score Measurement Customer Experience 260

West Monroe

JANUARY 23, 2022

In turn, utility decarbonization goals require continued investments in several areas, including energy efficiency, demand response, and renewable energy resources; beneficial electrification; alternative transportation; and cyber protection as more technologies are added to the grid and the grid becomes more dynamic. Taking action.

2022 40

2022 Transportation Telecommunications Wireless 40

NICE inContact

MAY 18, 2017

Some of the most notable successful pivots would include Nokia, moving from a pulp-and-paper company more than 100 years ago into a technology and cell phone leader in the early 2000’s. As technology evolved so too did the location we visited to find our video entertainment. How does all of this apply to contact centers?

Entertainment 54

Entertainment Contact Center Healthcare Download 54

Comm100

MAY 5, 2016

Live chat operators are supposed to be experts at multi-tasking, but with all of the simultaneous chats and emails, it’s possible that you’re struggling more than your supervisors know. Take this multi-tasking test to see what we mean.). Use the following tips to hone your multi-tasking skills and feel sane doing it.

Multi-Channel 42

Multi-Channel White Paper Books 2015 42

BirdEye

MARCH 4, 2024

In fact, according to Birdeye data , 36% of multi-location marketers send personalized messages to their customers daily. API integrations allow dripping across multiple channels like email, SMS, or web ads. Personalization at scale Automation technology allows you to deliver a personalized experience to each recipient.

Marketing 109

Marketing Multi-Channel Events Demo 109

Alliance by IFS

JUNE 2, 2015

Many service technicians are not equipped with the training, information, or technology to sell new service contracts, parts, or equipment in the field. If not, it may be time you evaluated your team, your technology, and your operational strategy. You can download the new white paper here.

Sales 22

Sales White Paper Multi-Channel Download 22