8x8

JANUARY 3, 2018

The degree to which a customer experience leader has transparency into the metrics associated with customer interactions and back-office processes and systems, will determine how impactful, or more often how subtle, improvements can be accomplished. In terms of the steps to take, again, there are different approaches.

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

8x8

JANUARY 3, 2018

The degree to which a customer experience leader has transparency into the metrics associated with customer interactions and back-office processes and systems, will determine how impactful, or more often how subtle, improvements can be accomplished. In terms of the steps to take, again, there are different approaches.

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

8x8

JANUARY 3, 2018

The degree to which a customer experience leader has transparency into the metrics associated with customer interactions and back-office processes and systems, will determine how impactful, or more often how subtle, improvements can be accomplished. In terms of the steps to take, again, there are different approaches.

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

inmoment

SEPTEMBER 6, 2018

In many organizations I work with, the contact center is viewed a necessary evil that few understand and even fewer want to interact with. Remember: the contact center is where at risk customers who want to be retained interact with your organization. . They keep detailed notes and code each interaction to track quantities.

Contact Center 40

Contact Center Customer Experience White Paper Touchpoint 40

ClearAction

FEBRUARY 7, 2016

The Impact of Customer Experience Interaction. Customer Service “Wow” Versus “Ow” Interaction Bridges for Keeping Customer Commitments. Customer Experience Strategy: 4 Overlooked Key Competencies white paper. Customer Experience Management Using Social Media BKM: Wells Fargo.

Article 48

Article Customer Experience 2009 White Paper 48

TechSee

DECEMBER 12, 2017

To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints. Quality service must be provided at every touchpoint, and individual channels must be streamlined into a single cohesive omnichannel experience.

Omnichannel 143

Omnichannel White Paper Contact Center Touchpoint 143

Beyond Philosophy

SEPTEMBER 13, 2016

Up until electronic interaction – the Internet and wireless devices for accessing the web on a mobile basis – changed the character of communication and engagement forever, companies frequently deluded themselves that they were in control of the awareness and influence processes. Most social communities are minimally monitored or controlled.

Social Media 136

Social Media White Paper Multi-Channel B2C 136

Comm100

FEBRUARY 25, 2020

Your team can spend days crafting the perfect customer journey, but if only some people on your team can see the most recent interaction with the customer, how can your perfect customer journey come to fruition? Recommended for you: CRM, Social Media, Marketing and More — Everything You Need to Know About Customer Engagement Software.

White Paper 64

White Paper Social Media Omnichannel B2B 64

Comm100

JANUARY 14, 2020

According to Marketing Week, 15 years ago the average consumer used two touchpoints when making a purchase and only 7% regularly used more than four. Today, consumers use an average of almost six touchpoints with nearly 50% regularly using more than four. It was a shift backed by data—lots of it. No more shared inboxes.

Omnichannel 40

Omnichannel White Paper 2020 Social Media 40

Comm100

FEBRUARY 25, 2020

Your team can spend days crafting the perfect customer journey, but if only some people on your team can see the most recent interaction with the customer, how can your perfect customer journey come to fruition? Recommended for you: CRM, Social Media, Marketing and More — Everything You Need to Know About Customer Engagement Software.

White Paper 52

White Paper Social Media Omnichannel B2B 52

Comm100

JANUARY 6, 2022

In a 2021 Harvard Business Review white paper on customer experience , eight executives from a variety of organizations and industries provided their definition for what CX is, and how it’s measured. This means allowing customers to connect via live chat, chatbot, email, social media, SMS, and knowledge base.

2022 89

2022 Customer Experience Omnichannel White Paper 89

Comm100

APRIL 6, 2020

Multichannel customer engagement refers to companies interacting with customers through multiple channels, such as phone, email, and live chat, with each channel managed in its own platform. This provides a cohesive and seamless experience for both the customer and the agent across devices and touchpoints. Be there when they need you.

Omnichannel 52

Omnichannel Customer Engagement Engagement White Paper 52

Comm100

JANUARY 14, 2020

In customer service, digital omnichannel effortlessly blends digital touchpoints to form a unified view of the customer. Agents can view every interaction that a customer has had with the company, no matter the channel of origin, from a single console. This post includes highlights from our Omnichannel white paper.

Omnichannel 52

Omnichannel 2020 White Paper Social Media 52

Beyond Philosophy

JUNE 4, 2015

The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books. They are the ultimate value creators: They create emotional value, experiential value, social value, and of course, financial value.

Financial 144

Financial White Paper Books Airlines 144

Comm100

FEBRUARY 7, 2018

Additional Considerations for Social Media Software. Does the vendor offer tools to personalize customer interactions? Will the vendor provide a robust knowledge base for self-education and training, including blog posts, white papers, eBooks, and multimedia content? Additional Considerations for CRM Solutions.

Customer Engagement 41

Customer Engagement Engagement Social Media White Paper 41

SurveySparrow

MAY 29, 2020

When you are building a brand, there are a lot of things involved, from getting your website right, being active on social media, having a content calendar, taking photos, etc. White paper. Social media posts. Was it because of some interaction with your brand? Consider all touchpoints.

Brands 52

Brands Social Media White Paper Reference 52

Bold360

MARCH 23, 2017

They take up no more room on our devices, and can be interacted with in the same way we might chat with our friends. It’s Essential to go Across Messaging Platforms and Connect all Touchpoints. Messaging platforms have now surpassed social media in terms of monthly active usage. Interested in bots?

Customer Service 58

Customer Service White Paper Download Touchpoint 58

SmartKarrot

JANUARY 7, 2022

Your marketing, IT, and customer experience teams are already doing that by accumulating customer data from social media, surveys, websites, and even sales transactions. Touchpoints from the customer journey Time instances Customer data technology. Accumulate case studies and white papers (B2B) .

2022 10

2022 White Paper Social Media Competitive Advantage 10

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. Salesforce reports that 85% of consumers expect consistent interactions when engaging with a business. Using the data you’ve collected from interactions with your customers, you can determine the questions they typically ask and provide the answers in easy-to-understand formats.

Customer Service 62

Customer Service E-support Article Document 62

Confirmit

MAY 29, 2018

Measure your customers’ satisfaction at different touchpoints across the customer journey, and across your various products and/or services. They combine structured feedback (through surveys for example) and unstructured feedback (social media, email complaints, etc.) Social Media. White Paper.

Multi-Channel 40

Multi-Channel Customer Journey Mapping White Paper Competitive Advantage 40