Interactions

JANUARY 26, 2023

The telephone is still a popular customer service and support channel, but unstructured voice communications present security risks and compliance challenges, particularly in a work-from-home (WFH) environment. But so are the reasons why it presents such security risks in a WFH setting.

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Interaction Customer Service Contact Center Social Media 62

Interactions

SEPTEMBER 8, 2023

Brands committed to creating exceptional customer experiences have turned to conversational AI solutions like Interactions Intelligent Virtual Assistant (IVA). Interactions IVA works with your existing technology stack instead of forcing you into another ecosystem. Our AI is developed specifically for contact centers.

Interaction 62

Interaction Customer Service Contact Center Multi-Channel 62

Playvox

OCTOBER 4, 2022

While tagging customer interactions might seem like a small part of your operations, it’s actually a vital component of running a productive contact center. Consistently tagging your customer support interactions in Zendesk — or any chat software — should be a top priority. Why You Should Properly Tag Customer Conversations.

Interaction 87

Interaction Contact Center Insights Customers 87

InMoment XI

APRIL 23, 2024

By leveraging AI, businesses can automate processes, optimise interactions, and deliver exceptional experiences that resonate with customers. Using reputation management tools, you can bring together all your data in one place, combining your data. A feedback type that’s grown in the last few years is social media.

Social Media 260

Social Media Insights Feedback Loyalty 260

Education Services Group

MAY 12, 2021

This spring’s virtual TSIA Interact was certainly no exception, with three days of sessions from TSIA researchers and industry-leading companies and experts. Madeline Evans, Digital Customer Success Manager. Joshua Robitaille, Customer Success Program Manager. Looking back at TSIA Interact, two sessions really stood out for me.

Interaction 98

Interaction 2021 Customer Journey Touchpoint 98

Inbenta

DECEMBER 21, 2023

The addition of interactive product demos will provide Inbenta’s customers with a more holistic set of customer experience-enhancing features, which currently include chatbot, search, messenger and knowledge management services. Horizn has also been able to establish a large customer base with leading financial institutions in the U.S.,

Interaction 52

Interaction 2023 2011 Demo 52

InMoment XI

MARCH 6, 2024

With customer experience management emerging as a key growth strategy for companies across a wide variety of industries, the importance of delivering great experiences cannot be understated. To truly drive growth, companies must manage the entire customer experience and offer next-level support.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

Education Services Group

OCTOBER 27, 2020

This year’s virtual TSIA Interact was certainly no exception, with three days of sessions from TSIA researchers and industry-leading companies like Salesforce, Okta, Oracle, SAP, Cisco, Aruba, HPE, and Genesys, and even a session led by ESG CEO Michael Harnum. Brad Davis, Digital Customer Success Manager.

Interaction 52

Interaction Customer Success Events 2025 52

ShepHyken

JULY 19, 2023

At a recent customer service presentation, the speaker who preceded me said that we must do better than simply meeting our customers’ expectations, and he shared some stories of truly amazing service experiences. Every interaction customers have with you or your company gives them the opportunity to form an impression.

Management 62

Management Workshop Customer Expectations Customer Service Training 62

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders need to present strong business cases for every step of their journey. Let’s explore customer experience management (CEM), its pivotal role in shaping customer lifetime value , and strategies for measuring the return on investment of CX initiatives. Is this the same as Customer Relationship Management, or CRM?

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

CSM Magazine

JULY 28, 2023

This evolution in customer relationship management has been happening for the last two decades, becoming even more critical in our new digital era. Many have invested in integrating CRM tools to personalise interactions and address customer issues effectively.

Customer Satisfaction 52

Customer Satisfaction Management Multi-Channel Omnichannel 52

Retently

NOVEMBER 17, 2023

From tracking the real, long-term results of a campaign to judging the potential for customers to refer your company to their friends and colleagues, Net Promoter Score is a versatile metric that belongs in any marketing manager or consultant’s arsenal.

Net Promoter Score 78

Net Promoter Score NPS Marketing Management 78

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. Here we’ve identified the 13 most essential qualities to consider when hiring a CS manager. What Is a Customer Success Manager (CSM)? What Is a Customer Success Manager (CSM)?

Customer Success 90

Customer Success Management Social Media Sales 90

inQuba

MAY 23, 2022

Customer Journey Management is the process of discovering and optimizing your customers’ journeys as they interact with your brand, to improve customer experience and achieve positive business outcomes. Is Journey Management really important? Customer Journey Management. McKinsey & Co.

Customer Journey 98

Customer Journey Management Multi-Channel Touchpoint 98

Beyond Philosophy

NOVEMBER 27, 2021

Then, we talk about how you can employ nostalgia to evoke the memories during customer interactions that will spill the happy and pleased over onto your experience. The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on LinkedIn and Twitter.

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Presentation Fashion Consulting Financial 78

NetBase

APRIL 1, 2019

We’re elated to announce NetBase as the first sentiment analysis platform to offer the real-time, aggressive approach brands have been craving, with an interactive AI Battlebot that will knock your socks off. Sassy Segments are authors of online interactions that keep brand managers on their toes. Interactive Awesomeness.

Interaction 57

Interaction Social Media Brands Demo 57

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand. What Is a Customer Success Manager?

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Customer Success Management Customers Presentation 118

BlueOcean

OCTOBER 4, 2023

We believe that everything from the quality of the interaction to factors like handle time and first resolution are positively impacted by an onshore Canadian solution. Your outsourced contact center partner will be responsible for QA on the agent side, and the OPI partner is responsible for performance managing interpreters.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

TechSee

JULY 17, 2023

However, the implementation of LLMs also presents its fair share of challenges. For more on IP risk management, see part 4 below.) Navigating Complex Customer Interactions When correctly set up, LLMs can excel at handling routine inquiries. Now let’s explore how to manage these costs better.

Document 109

Document Interaction Presentation Customer Centricity 109

TechSee

NOVEMBER 26, 2020

Augmented reality (AR) has many applications in field service management; below we present four practical applications that align with the four main operating models outlined by Gartner. They typically have a high volume of technician dispatches and customers who expect on-time visits and personal interaction.

Management 109

Management 2025 Automotive Technology 109

CSM Magazine

JUNE 27, 2023

Businesses and groups may now use events to interact with their target audience, build brand recognition, and leave a lasting impression. By utilising the expertise of event management services , businesses can make sure that their essence is seamlessly woven into every aspect of the day, from the first invitation to the follow-up.

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Events Brands Management Seminar 52

COPC

JUNE 9, 2023

If you’ve been following along, you already know the incredible value that a balanced scorecard brings to performance management. Regularly observe coaching sessions in a way similar to evaluating customer interactions. The post Using a Balanced Scorecard for Performance Management appeared first on COPC Inc.

Management 52

Management Metrics Average Handle Time 2022 52

Playvox

AUGUST 25, 2022

As workforce management professionals, we are faced with the daunting task of figuring out the ideal forecast, matching that forecast with a schedule and then making sure that our “master plan” works in the real world – meaning all the people that we are counting on for their shifts work their shifts as planned.

Management 85

Management Contact Center Average Handle Time Healthcare 85

Hero Digital

MARCH 9, 2020

And over the years, as marketers delivered these personalized experiences, naturally, consumer expectations rose—leading to 63% of consumers now expecting a personalized interaction with a brand or service (Source: The Harris Poll ). So how can you scale 1:1 human interactions with tech? Bottom Line. And that’s where the magic happens.

Interaction 52

Interaction Technology B2C B2B 52

ViiBE Blog

MAY 26, 2021

From databases to documents and records of previous customer experiences, knowledge management turns any essential information into assets, which the company and its workforce can shape their performance upon. What is a knowledge management tool? There are two main types of knowledge management systems.

Management 52

Management Document Presentation Information 52

CustomerSuccessBox

MAY 12, 2022

It’s astonishing to know how product management converges with customer success management at one point. A Product Manager wants to deliver a product that elevates the experience of a user of the product. As a Customer Success Manager , you will always want to delight your customers. It’s all about collaboration!

Customer Success 52

Customer Success Management Customers Metrics 52

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Eptica

MARCH 18, 2022

Date: Friday, March 18, 2022 Author: Pauline Ashenden - Demand Generation Manager Getting customer service right on Mother’s Day. Read the full piece on our parent company Enghouse Interactive’s site. Published on: March 18, 2022. Share this page on: Tweet.

Customer Service 122

Customer Service 2022 Presentation Customers 122

Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. We got a ton of great questions about the content I presented. I’ve organized the questions according to the Journey Management framework that I presented on the webinar: Discover the journey, Design the journey, and Deliver the journey.

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Webinar Management Touchpoint Telecommunications 83

BirdEye

MARCH 5, 2024

The way we search for information is undergoing a monumental shift, and for multi-location businesses, this shift presents both challenges and exciting opportunities. User interaction User interaction involves clicking, reading, and navigating to external websites. Still evolving, and its impact remains uncertain.

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Presentation Demo Events Social Media 58

CSM Magazine

APRIL 30, 2024

We wanted to present this award to recognise how Graphisoft is shaping the future of architecture, engineering and construction and for really re-thinking the way in which they engaged with their customers. “We The wider Sabio Group delivers solutions and services that combine digital and human interactions to support CX.

Multi-Channel 52

Multi-Channel E Commerce E-support B2C 52

ProProfs Chat

MAY 6, 2020

Though there is nothing wrong with the rise in the popularity of remote working, managing remote teams makes the job of a manager challenging. But then again, is managing remote teams similar across various departments? What makes managing a remote customer service team so daunting? How Do You Motivate a Remote Team?

Management 108

Management Customer Service Communication Customers 108

SurveySensum

JULY 12, 2019

Customer experience management is crucial for your business. Future is demanding and present era is flooded with unstructured data from various online or offline sources! Customer interaction on receiving negative feedback is the deciding factor – Whether to earn customer’s loyalty or just let the customer go to your competitor.

Customer Retention 68

Customer Retention Customer Experience Management Customer Experience Management 68

CSM Magazine

JULY 14, 2023

But it can be hard to manage. It’s something companies like oktopost.com can help with, but there’s still the essential requirement to understand the growing need for interactions on social media. Be Present and Responsive: Consumers expect brands to be available on the platforms they frequent.

Social Media 89

Social Media Customer Service Omnichannel 2023 89

Comm100

FEBRUARY 13, 2023

Compared to other kinds of AI tools, ChatGPT can provide not only the answer that a student is seeking, but it can present that answer in the way that is most helpful for the student. To make matters even more complicated, when errors or inaccuracies are presented by ChatGPT, it’s never clear who is responsible for the error.

Management 78

Management Presentation Technology Information 78

RapportBoost

OCTOBER 20, 2018

– designing a workflow for chat teams’ conversations with customers as well as their interactions with other team members. Heidi Rote is a recognized expert in contact center management and inside sales, having been named to the 1st Annual ICMI Movers and Shakers list this year in the “Customer Experience Leaders” category.

Contact Center 70

Contact Center Webinar Presentation Sales 70

Magellan Solutions

MAY 19, 2023

Business process management (BPM) is the process of planning and improving business processes. In this guide, we will shed light about business process management and its key indications. We will also discuss the role of outsourcing in business process management. This approach is used for the company to meet its objectives.

Management 52

Management Competitive Advantage Customer Satisfaction Healthcare 52