CSM Magazine

SEPTEMBER 8, 2023

In line with that, we’ve been strengthening our expertise in Genesys and Salesforce technologies. In a release from Genesys, it reads: “…through bi-directional data sharing, CX Cloud from Genesys and Salesforce allows organisations to better understand customer interactions, behaviour and history across their journey”.

White Paper 52

White Paper Leadership Multi-Channel 2021 52

Quadient

MAY 23, 2022

Customers who perceive their interactions with your company as highly positive purchase more of your products and/or services, purchase more frequently, are more loyal, and are more likely to share their positive views with personal contacts and online communities. . These interactions have two components. Marissa Feigen.

Contact Center 105

Contact Center White Paper Document Social Media 105

ClientSuccess

JANUARY 11, 2023

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. The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience.

Customer Success 80

Customer Success White Paper Loyalty ROI 80

ShepHyken

MARCH 26, 2019

The Interview with Natalie Petouhoff: Companies that become too enamored with chatbots, AI, and other technologies can risk losing touch with their customers. Social media has transformed how customers and businesses interact. How fast is technology changing? How can I keep up with changing technology?

White Paper 125

White Paper Contact Center E-support Social Media 125

UJET

DECEMBER 2, 2020

Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago. But now the world is very different. appeared first on UJET.

Contact Center 72

Contact Center White Paper Virtual Agent Consulting 72

InMoment XI

APRIL 26, 2022

Many audiences—like senior citizens or those without internet access—are far more likely to respond or far more comfortable with paper surveys than online surveys. Plus paper surveys are often easier to read for many since they’re printed in large fonts with black text on white paper. In-Person Surveys.

Customer Experience 260

Customer Experience Fashion White Paper Insights 260

Storyminers

JANUARY 26, 2015

From the 1970s through the 1990s, customers’ experiences evolved quickly with the introduction of technology like ATMs, CRM systems,touchscreen kiosks, and interactive voice response systems. Companies were the early adopters.

White Paper 70

White Paper Customer Experience Design Article Blog 70

Calabrio

SEPTEMBER 21, 2016

Yet, the average organization analyzes a whopping 2% of these interactions—and most of this analysis has a reactive, remedial goal. Fortunately, new technologies now provide intuitive functionality for harnessing the power of these customer voices. They’re making their agents smarter to make interactions better.

Contact Center 59

Contact Center Technology White Paper 2016 59

Totango

AUGUST 23, 2022

Finally, we’ll offer some guidelines on how to structure your B2B customer journey map around key touchpoints and how to use technology to automate an effective touchpoint management strategy. B2B customer journey touchpoints are occasions when business customers interact with a brand. What functions the interaction serves.

Touchpoint 116

Touchpoint Customer Journey B2B Customer Journey Mapping 116

Uniphore

JANUARY 4, 2022

White Papers. Analyze Analytics and insights from 100% of interactions across all channels. Join us as we explore the technology and strategies needed to accelerate key initiatives, improve customer retention and drive revenue growth in today’s enterprise. Conversational AI Platform. U-Self Serve. Case Studies.

2022 126

2022 White Paper Contact Center Innovation 126

Think Customers

APRIL 12, 2022

Customers aren’t impressed by technology alone; they are impressed by the quick and impactful help it provides. Deploy automation technology to enable capabilities such as self-service where it makes sense in the customer journey and make it easy for customers to reach a human when needed. RPA don’ts: Do not rush AI technology.

White Paper 52

White Paper Contact Center Customer Satisfaction Technology 52

Talkdesk

DECEMBER 10, 2020

Determine CX maturity priorities Deploying a digital transformation strategy will affect the channels, processes and people by which your customers interact with your brand. What challenges, shortcomings or missed opportunities will your business experience by staying on-prem?

Contact Center 115

Contact Center White Paper Transportation Roadmap 115

UJET

DECEMBER 2, 2020

Actually, they aren’t just asking, they are hoping that artificial intelligence (AI) will allow them to replace live agents, just as they have been since interactive voice response systems (IVRs) were first introduced into the market more than five decades ago. But now the world is very different. appeared first on UJET.

Contact Center 56

Contact Center White Paper Virtual Agent Consulting 56

Natalie Petouhof

AUGUST 15, 2022

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. But nearly half of companies lack customer identification information during real-time digital and voice interactions. 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. Find the right mix of technology and humanity. Learn more about messaging and chatbots today.

White Paper 52

White Paper Contact Center Omnichannel Average Handle Time 52

Clarivate

FEBRUARY 28, 2024

These conditions, affecting small patient populations and characterized by diverse clinical manifestations, demand innovative approaches and cutting-edge technologies to drive research and commercialization forward. This subject is discussed in a forthcoming white paper from Clarivate.

White Paper 59

White Paper Healthcare Innovation Insights 59

TechSee

MARCH 19, 2018

Deep learning-based object recognition offers incredible accuracy that makes object recognition a core technology for the future virtual technician as the ability to see the problem is essential to finding a rapid resolution. In customer service, it helps the computer see the problem, as a true virtual technician.

Call Center 84

Call Center White Paper Contact Center Customer Care 84

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. With digital technologies pushing customer experiences forward, businesses can do more to adapt to their customers’ needs.

2022 91

2022 Customer Experience Omnichannel White Paper 91

CSM Magazine

JANUARY 24, 2023

Not limited to standard text interactions, ChatGPT can write poetry, help debug code and even troubleshoot IT issues. neural network that uses the same underlying GPT-3 technology to generate images from text descriptions. neural network that uses the same underlying GPT-3 technology to generate images from text descriptions.

White Paper 52

White Paper Contact Center Events Interaction 52

Comm100

JANUARY 14, 2020

But these words all pointed to the same thing: the need for a CX solution that puts the customers above the channel, and harnesses technology to give agents the tools and visibility to deliver deeper customer care. Choose your technology. This post includes highlights from our Omnichannel white paper. White Paper.

Omnichannel 40

Omnichannel White Paper 2020 Social Media 40

Totango

MARCH 8, 2022

CSM Practice is a CS consulting firm that serves technology and services organizations. Interacting with a customer success community can benefit CS professionals by helping you network, get peer input on business and technical issues, and stay updated on your industry knowledge and skill set. CSM Practice.

2022 116

2022 Customer Success White Paper Social Media 116

Integrity Solutions

APRIL 19, 2024

Even as technology becomes more integral and upfront in the process, people are still looking for that people-to-people experience. You can interact thoughtfully with their LinkedIn posts or congratulate them on a new role or promotion, a work anniversary or even a birthday. It’s a much different and higher expectation.

Sales 101

Sales Loyalty White Paper Contact Center 101

West Monroe

OCTOBER 15, 2018

As we wrote about in our recent white paper, Contact Center of the Future: Conversational Bots and Empowered Agents , the role of the contact center agent will change tremendously in the years to come. Front-line agents will become obsolete due to advanced technology handing simple inquiries and processes.

White Paper 40

White Paper Contact Center Engagement Customer Care 40

Eptica

FEBRUARY 28, 2018

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. Clearly, this doesn’t mean that automation and technology have no place in customer service.

Customer Service 62

Customer Service White Paper Banking 2018 62

Kitewheel

APRIL 14, 2020

That’s why we wrote our AI White paper, which describes how AI and Machine Learning techniques can be used in the realm of customer journey orchestration. If you’re interested in a more in-depth primer on this topic and learning the fourth application, we highly recommend you consult our full AI White Paper.

Customer Journey 52

Customer Journey White Paper Customers Advertising 52

Calabrio

JANUARY 2, 2020

One key component for inspiring better interactions between companies and their customers is Calabrio having a fully unified approach and identity. Therefore, on January 13 we will completely unite under the Calabrio brand. Seamless and consistent communications. We’ve made it easy to communicate with us. Stay connected, stay social.

Brands 88

Brands White Paper Social Media Webinar 88

Team HGS

DECEMBER 19, 2017

Earlier this year, HGS released a white paper on this year’s top 10 trends in customer service. Using hands and eyes for browsing is paving the way for voice interactions to increase its areas of influence. Voice search is all this while also being accessible, easy-to-use technology. Here, we dissect CX Trend No.10:

White Paper 52

White Paper 2017 Social Media NPS 52

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? This post is the second of two that cover just a few points of our ‘Never Miss a VIP’ white paper. Download Now.

White Paper 64

White Paper Social Media Omnichannel B2B 64

CSM Magazine

NOVEMBER 14, 2019

Chatbots are already a common phenomenon in contact centres while millions of people interact daily with virtual assistants such as Google Home and Alexa. AI technologies are transformational but they can be complex to scope out, build, deploy, and operate. How many users and customers should try out the new AI technology?

White Paper 49

White Paper Return on Investment 2014 Technology 49

ENGAGE.cx

JUNE 19, 2015

Social, mobile, analytics and cloud technology are among the trends driving the expectations of today’s customers. 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. This is what The Relationship Cloud™ does.

White Paper 69

White Paper Touchpoint Download Innovation 69

Calabrio

JANUARY 2, 2020

One key component for inspiring better interactions between companies and their customers is Calabrio having a fully unified approach and identity. Therefore, on January 13 we will completely unite under the Calabrio brand. Seamless and consistent communications. We’ve made it easy to communicate with us. Stay connected, stay social.

White Paper 76

White Paper Social Media Webinar 2020 76

COPC

OCTOBER 13, 2021

To learn more about these priorities, check out our white paper , The 2021 State of Contact Center Vendor Management. Things to consider when incorporating official WFH best practices, processes, operational guides and technology include: Data security. Optimizing virtual management and supplier business planning. Recruiting.

Contact Center 52

Contact Center White Paper 2021 2022 52

Calabrio

APRIL 27, 2017

To the outside observer, advancements in modern technology have diminished the importance of contact agents. However, those who work in the contact center understand a very different truth: engaged, experienced contact center agents are more important than ever, and their increased value is due in large part to this new technology.

Contact Center 65

Contact Center Engagement White Paper Social Media 65

Team HGS

NOVEMBER 21, 2017

Earlier this year, HGS released a white paper on this year’s top 10 trends in customer service. Rapid strides in technology advancement have made Augmented Reality (AR) a part of our lives more than we believed a few years ago. Trend 8: Virtual Reality, Augmented Reality, and 3D Holograms. Here we dissect CX Trend No.8:

White Paper 52

White Paper 2017 Customer Service Representative Consumers 52

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? This post is the second of two that cover just a few points of our ‘Never Miss a VIP’ white paper. Download Now.

White Paper 52

White Paper Social Media Omnichannel B2B 52

COPC

NOVEMBER 5, 2021

During the interactive workshop, customer experience (CX) leaders from over 40 top brands collaborated on how their organizations are reevaluating and redesigning their outsourcing strategies this year and next. Necessary data security updates in technology and WFH office requirements. Did you know COPC Inc.

Contact Center 52

Contact Center Workshop White Paper 2021 52

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. Seek to leverage and influence, not control.

Social Media 136

Social Media White Paper Multi-Channel B2C 136