InMoment XI

JANUARY 16, 2024

Artificial Intelligence (AI) is being used by more and more businesses every day. Specifically, the world’s leading brands have begun using contact center AI to create a more efficient and effective customer service experience. Many businesses with a contact center would benefit from using AI. The simple answer is no.

Contact Center 260

Contact Center Virtual Agent E Commerce E-support 260

InMoment XI

FEBRUARY 8, 2024

A contact center is a centralized facility or department used by organizations to manage customer interactions through various communication channels, such as phone calls, emails, chat, and social media. This is done by allocating resources more effectively.

Contact Center 260

Contact Center Multi-Channel Social Media Competitive Advantage 260

InMoment XI

FEBRUARY 21, 2024

By using probability sampling methods, CX practitioners can make data-driven decisions, identify areas for improvement, and tailor products and services to better meet customer expectations, ultimately enhancing the overall customer experience. What is Probability Sampling? However, it can be sensitive to periodic patterns in the data.

Measurement 260

Measurement Demo Customer Experience Customer Satisfaction 260

BlueOcean

OCTOBER 17, 2023

Implementing ESG standards requires tremendous resources, long-term investment, and sometimes an entire overhaul of a company’s infrastructure and processes. This is often the case for smaller companies or those with complex supply chains with limited visibility. Evaluating ESG through your RFP is complex.

Government 177

Government 2004 Automotive Customer Care 177

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders need to present strong business cases for every step of their journey. It’s time to make your case. Often, CRM systems are the tools used to track important customer data and feedback metrics.) That’s a measurement that can help make your case, but it’s not necessarily the end-goal. And tracking that happiness?

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

BlueOcean

JANUARY 30, 2024

What math should go into the business case around call center outsourcing costs? (Or Or if you’re keen on delegating that chore, skip this read and contact us today for a cost analysis of your center !) Pay Per Use Instead of Pay Per Person We are big fans of the transactional model in a strategic relationship.

Contact Center 296

Contact Center Insights Call Center Technology 296

Experience Investigators by 360Connext

JANUARY 5, 2022

It’s my sincere goal that these concepts – along with the videos and additional resources provided in this article – can serve as a springboard to your CX success. Related Resources: [Guide] CX Mission Statement Workbook. You began measuring feedback using quantitative data as well as gathering open-ended feedback.

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

InMoment XI

JANUARY 19, 2024

Your business can use analytics to drive success and improve customer experiences. Prescriptive analytics uses a combination of mathematical models, algorithms, and business rules to analyze data and generate recommendations. Consider a retail company using prescriptive analytics to optimize its pricing strategy.

Events 260

Events E Commerce Retail Insights 260

BlueOcean

NOVEMBER 13, 2023

From AI and VoC to EX and TX, here are some resources to inspire for the new year. Here’s how customer service teams are actually using AI If you’re getting sick of the AI conversation—it’s all anyone talks about these days—we don’t blame you. Take a read if you’re looking for tangible use cases of AI that don’t suck.

Customer Care 177

Customer Care 2024 Multi-Channel Contact Center 177

InMoment XI

JUNE 2, 2022

This isn’t the case. This approach may seem a bit unorthodox, but I promise it will save you time, resources, and customers. One of the most commonly held beliefs in the customer experience world is that a CX programme that gathers incoming data is a CX programme that’s good enough. This is especially true for onboarding surveys.

Presentation 529

Presentation Feedback Customers Insights 529

InMoment XI

MAY 2, 2023

And though it’s easy to feel overwhelmed when you have big obstacles but limited resources, we’re here to tell you success is possible—if you use your time wisely. You can’t magically tackle every customer issue at once—especially with limited resources. What strategies will support CX success for your small team?

Call Center 295

Call Center ROI Download Customer Journey 295

TechSee

SEPTEMBER 7, 2021

When most service organizations consider implementing Visual Assistance, they mainly focus on how to use the technology to support remote teams in the field or contact center. Here are five innovative visual assistance use cases you should consider. Here are five innovative visual assistance use cases you should consider.

Sales 191

Sales Consumers Technology Contact Center 191

Team Support

NOVEMBER 30, 2023

Case management continues to play a critical role in preserving customer relationships while also feeding the product development process. It’s also imperative that companies know which support channels work best for their business model and are most useful to their unique customer base. Ready to Increase your CSAT?

Omnichannel 106

Omnichannel Customer Service Social Media B2B 106

BlueOcean

APRIL 24, 2024

It’s important to recognize that composing and implementing ESG standards within any organization is a complex process, requiring tremendous resources and investments. Use the contact center RFP to determine what potential partners are doing to ensure integrity, compliance, ethical conduct, and operational efficiency.

Contact Center 177

Contact Center Government Measurement Document 177

TechSee

MARCH 2, 2023

With new AI capabilities and compelling use cases being demonstrated daily, the service industry looks forward to a new generation of AI providers that answer their needs for high-quality service automation. An AI provider may be required to tailor their solution to your industry, use case, customer base, and internal processes.

Roadmap 109

Roadmap ROI Technology Customer Success 109

BlueOcean

MARCH 19, 2024

Trusting in the process, and in your new partner’s ability to achieve that seamless switch, can be tough. In this blog post, we’ll explore how to effectively transition your outsourced customer care program and leverage the benefits of using a collaborative cloud-based project management platform along the way.

Customer Care 177

Customer Care Document Sports Communication 177

Experience Investigators by 360Connext

OCTOBER 3, 2023

Thanks to powerful artificial intelligence capabilities, this customer feedback is now easier to find—and increasingly useful for making real-time changes to your strategy. Text analysis tools can track which words or phrases your customers commonly use when speaking about their work or industry and your product or service.

Feedback 270

Feedback Social Media Hospitality Hotels 270

BlueOcean

APRIL 14, 2023

That’s not always an option, but in the case of ChatGPT, the AI chatbot taking the world by storm, it made all the sense in the world. Otherwise, I will use your responses in full—if that is okay with you. Feel free to use my responses however you see fit. ChatGPT: Of course! Let’s get started! AB: Ok, great, thank you.

Government 156

Government Customer Service Representative Technology Definition 156

TechSee

JUNE 10, 2021

But even though a large proportion of truck rolls are non-value-added activities and a tremendous waste of resources, these dispatches remain a fact of life for service organizations. Visual assistance has many more use cases than organizations realize. Of course, in-person contact puts employees and customers at risk.

Innovation 207

Innovation 2025 Transportation Consumers 207

Experience Investigators by 360Connext

SEPTEMBER 19, 2023

Whether you’re new to customer experience management or a seasoned leader, it can feel challenging to know where to prioritize your time and resources, can’t it?! As you build the case for the budget your CX team deserves, rely on tools and technologies to help you accomplish more. And that’s just one area AI can help.

Net Promoter Score 248

Net Promoter Score Customer Journey Feedback Metrics 248

CSM Magazine

APRIL 26, 2024

The joint solution saves time and resources, allowing organisations to focus on what matters most: their customers. Voice Integration, AI Benefits & Focus on Agent Wellbeing One of the key use cases put forward by Craig during the event was the power of voice integration.

2023 52

2023 Events Customer Voice Innovation 52

TechSee

JUNE 23, 2021

Beyond using the tool to help them ‘see what their customers see,’ they could leverage the collected visual data to take their customer service to the next level. Using computer vision, they could give ‘smart eyes’ to their self-service tools that tended to fail. Introducing EVE Cortex. But help is now here.

Insurance 168

Insurance Contact Center Consumers Technology 168

TechSee

MARCH 11, 2024

These solution providers use a blend of technologies, including Large Language Models , vector embeddings, fine-tuning, and more, to artificially mimic human interactions. However, they operate on different levels of complexity and are best used in quite different circumstances. Do you need a specialist or a generalist?

Culture 124

Culture Virtual Agent Innovation Technology 124

West Monroe

FEBRUARY 19, 2024

There is an acceleration of interconnections of distributed energy resources (DERs) and large-scale renewables, a generation of utility experts are retiring, and the pandemic shifted a largely in-person workforce to a hybrid one. Early use cases for digital products have been focused on the customer experience.

Innovation 52

Innovation Financial Roadmap Culture 52

Comm100

FEBRUARY 12, 2023

In this blog, we’ve taken 5 of the top use cases for universities using chatbots from our SlideShare, Top 10 Use Cases for Chatbots in Higher Education. Introducing a university chatbot is an ideal way to provide self-service to students in a way they’re comfortable accessing it – using a familiar chat interface.

Books 69

Books Download Social Media Financial 69

Retently

MAY 2, 2023

The most widely used surveys to assess customer satisfaction levels are NPS , CSAT , and CES. The answers usually lie between the very satisfied – very dissatisfied range, but, as in the case of NPS, they don’t provide much actionable feedback unless open-ended questions follow.

Customer Journey 146

Customer Journey NPS Demo Customer Satisfaction 146

Interactions

APRIL 19, 2024

We asked the participants to work through the development of a transformation strategy , and identify the priorities, challenges, and use cases for leveraging Generative AI (GenAI) in contact center transformation. Unlock your score using our 60 second assessment! Ready to embark on the next chapter of CX?

Insights 62

Insights Workshop Customer Experience Contact Center 62

Beyond Philosophy

OCTOBER 12, 2023

Then, they asked how long it would take in a worst-case scenario. The researchers found that for the majority of students, it took them much longer than their estimated worst-case scenario. We want to finish it by then, so why not use that date? However, I love another one called Resource Lag.

Healthcare 88

Healthcare 2005 Banking Consumers 88

ShepHyken

APRIL 22, 2024

Each week, I read many customer service and customer experience articles from various resources. Using iconic brands like Target and Coca-Cola as examples might make you wonder or question if this concept is something your organization could consider as a strategy. Here are my top five picks from last week. Well, don’t wonder. “I

2024 78

2024 Article Customer Service E Commerce 78

Inbenta

DECEMBER 21, 2023

RESOURCES Webinars Chatbot AI for Enterprise: Secrets to Enhancing Customer Experience While Maintaining Compliance AI is reshaping how businesses engage and communicate with their customers. While many have embraced AI, others are struggling to find a place for automation to effectively lower customer support costs and increase sales.

Webinar 52

Webinar Contact Center Demo Definition 52

Beyond Philosophy

DECEMBER 7, 2023

How Quickly We Get Used to New Technology One of the things Tom said was back in the 90s, we didn’t buy everything online or on our phones. Another thing Tom said was that people use employees now to help in the Customer Experience. I think, “It must not be important enough to ensure there are resources to help me.”

2024 88

2024 Customer Experience Workshop Call Center 88

Inbenta

OCTOBER 30, 2023

RESOURCES Webinars Chatbot AI for Enterprise: Secrets to Enhancing Customer Experience While Maintaining Compliance AI is reshaping how businesses engage and communicate with their customers. While many have embraced AI, others are struggling to find a place for automation to effectively lower customer support costs and increase sales.

Webinar 52

Webinar Contact Center Demo Definition 52

BirdEye

MARCH 4, 2024

How drip marketing works Drip campaigns vs. nurture campaigns 6 benefits of drip campaigns 9 types of drip campaigns to try Reasons to use drip campaigns How to set up a drip campaign Drip campaign best practices Drip campaign examples and ideas by industry Drip marketing FAQs Become a drip marketing master with Birdeye What is a drip campaign?

Marketing 111

Marketing Multi-Channel Events Demo 111

Gainsight

FEBRUARY 28, 2024

Online customer communities are the perfect self-service destination for everyone who uses your product to come together, solve problems, and share innovative solutions that your engineers may not have even thought of yet! The post Top 3 Use Cases for Customer Communities in 2024 appeared first on Gainsight Software.

2024 52

2024 Innovation Customer Success Engagement 52

CSM Magazine

FEBRUARY 6, 2024

AI chatbots can handle a large volume of customer inquiries without requiring any human resources, training, or infrastructure. Digital solutions are also useful for collecting and analysing customer data which can then be used to improve the service.

Customer Service Representative 98

Customer Service Representative Customer Service 2013 Exceptional Customer Service 98

CSM Magazine

MARCH 5, 2024

In these cases, qualitative data collection methods come in handy. These apps can be used to collect customer feedback or conduct surveys. Evaluating Costs and Resource Requirements: When choosing a method for data collection, it’s important to consider the associated costs and resource requirements.

Social Media 52

Social Media Government Insights Feedback 52

Gainsight

SEPTEMBER 5, 2022

Today, organizations devote even more time and resources to building customer relationships. DCS can scale customer success initiatives and help companies realize higher customer success rates using tech-touch solutions without a human support agent. The answer lies in digital customer success (DCS).

Customer Journey 98

Customer Journey E-support Touchpoint Webinar 98