Experience Investigators by 360Connext

JANUARY 26, 2021

Most organizations have a Voice of the Customer (or VoC) program; maybe that’s the first thing you think of. Or how about behavioral analytics, which helps us understand what customers do and how they behave on our digital platforms and other channels? When you hear the term customer research , what comes to mind? Simple, right?

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254

Lumoa

JANUARY 15, 2024

Conversational commerce is all about interacting with customers through various communication tools, like live chat, chatbots, and contact centers. Similarly, AI-powered chatbots mean businesses can offer 24/7 support. Many companies are already leveraging AI-powered tools like AI SMS to reach more customers and provide support.

Customer Experience 83

Customer Experience Net Promoter Score Touchpoint Omnichannel 83

TechSee

OCTOBER 9, 2018

Millennials, the notoriously digital-savvy generation born between 1980 and 2000, are a force to be reckoned with. The key to reaching this powerful demographic is by understanding that technology is central to their being. According to a report by Pew Research Center , 85% of Millennials say they use social media.

Customer Service 359

Customer Service Virtual Agent Social Media Multi-Channel 359

Upstream Works

JANUARY 20, 2023

These may seem like unrelated events, but they all have a role to play in defining the state of customer service in 2023 and will have implications for contact centers. These may seem like unrelated events, but they all have a role to play in defining the state of customer service in 2023 and will have implications for contact centers.

2023 78

2023 Contact Center Consumers Technology 78

Talkdesk

SEPTEMBER 4, 2020

Accelerating the seamless digital journey. The reimagining of business places the customer at its forefront and affects every aspect of the banking industry — from human resources and security to sales and marketing. Omnichannel banking: Customer expectations towards digital service are growing fast.

Banking 114

Banking Contact Center Omnichannel Financial 114

TechSee

DECEMBER 31, 2019

In 2020, automation, Artificial Intelligence (AI) and Machine Learning are expected to have an even greater impact on contact center operations. In 2020, automation, Artificial Intelligence (AI) and Machine Learning are expected to have an even greater impact on contact center operations.

2020 136

2020 Customer Service Contact Center Social Media 136

Upstream Works

MAY 4, 2021

What do customers want when they interact with your contact center? They want to have options in how they choose to contact you with seamless escalations to personalized service. Customers want resolutions on the first contact. Extend the power of Upstream Works for Amazon with seamless integrations.

Connections 78

Connections Engagement Contact Center Technology 78

Call Experts

OCTOBER 12, 2023

In an increasingly digital world, where communication often occurs through screens and keyboards, there are moments when we find ourselves saying, I need to speak to someone!” Various methods and technologies are used in call routing, each designed to match callers with the right resources.

Customer Satisfaction 105

Customer Satisfaction Connections Exceptional Customer Service Technology 105

Magellan Solutions

JUNE 19, 2023

Education , healthcare , human resources , and even the legal industry are being disrupted by AI. Artificial intelligence is changing healthcare outsourcing by enhancing patient care processes, results, diagnostics, analytics, and resource allocation. AI-powered outsourcing is now in the spotlight.

Healthcare 105

Healthcare Call Center Innovation Communication 105

Magellan Solutions

FEBRUARY 20, 2024

Maximizing the potential of live chat outsourcing companies relies on mastering digital-first customer service. It’s more than just a strategy; it’s a make-or-break mission for businesses aiming to thrive in the digital era. It ensures efficient utilization of resources and quick response to changes in chat volume.

Customer Satisfaction 52

Customer Satisfaction Loyalty ROI Technology 52

COPC

FEBRUARY 15, 2024

BACKGROUND The COPC Standards Committee is a group of industry leaders composed of the largest buyers and providers of customer experience (CX) operational services, including contact center support.  This powerful technology is becoming integral to customer service frameworks, especially in contact center operations.

Contact Center 52

Contact Center Metrics Definition Call Center 52

Experience Investigators by 360Connext

OCTOBER 13, 2020

The result of that work can be really powerful… or it can amount to counting beans. The result of that work can be really powerful… or it can amount to counting beans. ” The power of these metrics, of course, is in the insights they provide. Is your organization guilty of reactive customer experience?

Customer Journey Mapping 143

Customer Journey Mapping Customer Experience Net Promoter Score Contact Center 143

Call Experts

APRIL 8, 2024

In an increasingly digital world, where communication often occurs through screens and keyboards, there are moments when we find ourselves saying, I need to speak to someone!” Various methods and technologies are used in call routing, each designed to match callers with the right resources.

Customer Satisfaction 52

Customer Satisfaction Technology Connections Exceptional Customer Service 52

Think Customers

APRIL 28, 2022

As retailers contend with the latest slate of challenges—inflation, snarled supply chains, the return to experience spending—there’s no overstating the importance of having a high-quality contact center. What is the difference between a captive contact center and outsourcing? Jon Stough. Hiring the right people.

Contact Center 52

Contact Center Retail Brands Technology 52

Comm100

JANUARY 23, 2023

With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. 2023 looks to be a year of great change in customer experience (CX). This is all occurring against a backdrop of incredibly high CX expectations across industries and ever-developing technology.

2023 120

2023 Customer Experience E-support Customers 120

Playvox

JUNE 7, 2023

When I worked in contact centers, people would ask what I did for a living, and I would say Workforce Management. Related Article: Boosting Employee Engagement: 6 Tips for Keeping Contact Center Agents Motivated What Can Workforce Management Do? I was usually met with a blank look. Are our employees productive ?

Management 52

Management Contact Center Omnichannel Metrics 52

TechSee

DECEMBER 3, 2019

Core challenges for contact centers. Although 91% of companies have invested heavily in contact center knowledge bases, very few are seeing real ROI. Moving from text search to automated visual search is as significant as the switch from paper to digital. I’m just locating the right section.

Contact Center 136

Contact Center Customer Service Representative Presentation Article 136

CSM Magazine

JUNE 12, 2023

In today’s digital age, contact centers play a critical role in customer support, sales, and overall communication between businesses and their clientele. Unfortunately, these centers have also become a target for fraudsters looking to exploit the vulnerabilities inherent in these systems.

Contact Center 52

Contact Center Multi-Channel Financial Banking 52

ShepHyken

APRIL 5, 2019

These virtual customer experience tools are transforming the way that companies interact with their customers in the contact center environment. When used correctly, chatbots have the power to enhance marketing, sales, customer retention and more. Chatbots are more than just automated FAQ answer generators.

Blog 117

Blog Customer Experience Contact Center Customer Journey 117

VDS

SEPTEMBER 25, 2023

One solution to keep those teams resilient and adaptable is Genesys Cloud, a powerful customer experience platform designed to future-proof customer service operations. Contribution to Digital Transformation The impact of Genesys Cloud extends to driving the digital transformation of your customer service strategies.

Customer Service 52

Customer Service Customer Service Strategies Contact Center Technology 52

BlueOcean

APRIL 15, 2019

From the retail experience to social media connections to issue resolution via the contact center, customers want their individual needs known and reflected in the interactions, services, and products they pay for. Admit it, you love it when you’re handed that Starbucks beverage with your name spelled neatly and correctly on the side.

Customer Care 189

Customer Care Social Media Contact Center 2019 189

Bold360

OCTOBER 2, 2020

But too often customers who contact a business are put in a queue where they must “wait for the next available agent.” If the customer’s issue can’t be resolved by the first available agent, the service team transfers the customer around like a hot potato until the “right” agent can be found to mercifully resolve the issue.

Contact Center 98

Contact Center Average Handle Time Hotels Customer Journey 98

TechSee

MARCH 24, 2021

With the new digital-first mentality, the need for remote support and enhanced customer engagement, brands are recognizing the need for a visual-first strategy for acquiring and keeping their customers. The contact center agent or remote expert can see what the customer is seeing in order to provide live assistance and guidance.

ROI 109

ROI Touchpoint Engagement Insurance 109

VDS

MARCH 17, 2023

Customer engagement and contact centers are critical components of any business’s success. As businesses continue to expand and evolve, it’s essential to ensure that the contact center solution you’re using is scalable, efficient, and effective.

Contact Center 52

Contact Center 2025 2023 Multi-Channel 52

ShepHyken

SEPTEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. Gladly) Turn your customer service department from a cost center into a revenue generator with these radically personal customer experience strategies from this guide. Here are my top five picks from last week.

Article 94

Article 2020 Customer Service Employee Experience 94

Call Experts

FEBRUARY 12, 2020

AI-powered technology that addresses the needs of a changing workforce. omnichannel management that supports digital transformation. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. through 2022.

Contact Center 69

Contact Center 2020 Call Center Omnichannel 69

TechSee

NOVEMBER 27, 2018

Enterprises are recognizing the massive opportunity the technology presents for enriching the relationship with customers, and serving as a powerful new mechanism for companies to meet customer demands for service excellence at scale. Contact Centers. Field service. Self Service.

Customer Service 84

Customer Service Contact Center 2025 2022 84

Gainsight

JANUARY 18, 2024

There’s more competition than ever. The cost of starting a business is lower than ever, products are commoditized, and markets are saturated, which means achieving true differentiation is tough. So, how can you differentiate your company in this environment? Focus on customer experience. ” What’s Customer Experience (CX)?

2023 52

2023 Touchpoint 2010 Advertising 52

Call Experts

MARCH 18, 2020

This guide includes educational resources, recipes, science experiments, themed movie nights and more! . Actors read to Children: FREE children's literacy resource featuring the world's best storytellers reading books aloud. Also, for working parents, there is the added pressure of school and daycare closures.

Contact Center 75

Contact Center Call Center 2018 Customer Journey Mapping 75

Stella Connect

OCTOBER 12, 2021

Having strategies in place to be able to effectively manage and reduce call center call volume and wait times for customers is key to ensuring customer satisfaction (CSAT) and agent retention. . This when contact centers have also reported increases in call volumes, hold times, difficult calls, and escalations. .

Call Center 52

Call Center Management Contact Center 2012 52

Call Experts

DECEMBER 18, 2019

Automated phone lines are a powerful resource for interactions with your customers. AI-powered solutions offer cost savings, call efficiency, and real-time reporting. AI-powered automated phone lines are designed to assess the reasons and results of customer engagements effectively. Focus on self-service benefits.

Contact Center 81

Contact Center Call Center 2018 Omnichannel 81

Think Customers

MAY 10, 2021

There’s no overstating the importance of having high-quality contact centers. These centers are often where customers interact with a brand more directly, and their experiences can bring swift consequences: positive experiences can lead to sales and repeat business, while negative ones can turn customers off a brand for good.

Contact Center 52

Contact Center Customer Service Sales 2017 52

ShepHyken

JANUARY 31, 2022

Each week I read many customer service and customer experience articles from various resources. Building that trust starts with the very first interaction you have with your customers, and it should continue through every interaction you have following that initial one. Here are my top five picks from last week. by Sam Bradley.

2022 65

2022 Article Customer Service Contact Center 65

BirdEye

FEBRUARY 13, 2024

As more healthcare seekers go online first, chiropractors need to get their digital marketing strategy right. As more healthcare seekers go online first, chiropractors need to get their digital marketing strategy right. Digital marketing allows you to reach people actively searching for solutions online.

Marketing 59

Marketing Social Media Healthcare Multi-Channel 59

ChurnZero

APRIL 22, 2022

When thoughtfully applied, automation makes digitized touchpoints and human touchpoints indistinguishable. When thoughtfully applied, automation makes digitized touchpoints and human touchpoints indistinguishable. Highlight a new feature tutorial or a knowledge base resource to guide customers to success. It felt good, right?

Customer Success 98

Customer Success Multi-Channel Touchpoint Communication 98

TechSee

MAY 29, 2018

With clear ROI demonstrated almost immediately upon implementation, C-level decision-makers and call center management have turned to visual engagement as an important stepping stone on their journey towards providing a digital customer-centric experience. Aside from video tutorials, other visual resources are in high demand.

Contact Center 95

Contact Center Engagement Call Center Net Promoter Score 95

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. Leverage the Power of Knowledge Management System .

Customer Experience 65

Customer Experience Multi-Channel Call Center Omnichannel 65