Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it.

Financial 200

Financial Trends Self Service Customer Experience 200

SaleMove

APRIL 21, 2023

We examine how the interactions customers are having with your team carve a much deeper groove into customer loyalty–and how you can make it an effortless experience. The post What’s More Important Than Customer Interactions? appeared first on Glia Blog | Digital Customer Service Explained.

Interaction 77

Interaction Loyalty Customers Customer Experience 77

SaleMove

FEBRUARY 23, 2024

The post Generative AI Will Transform How Financial Institutions Interact with Customers appeared first on Glia Blog | Digital Customer Service Explained. Community banks and credit unions need to navigate the challenges of Generative AI to stay competitive. Here’s how.

Financial 68

Financial Interaction Banking Customers 68

Eptica

JANUARY 9, 2022

Date: Monday, January 10, 2022 Author: Pauline Ashenden - Demand Generation Manager Highlights from our customer service blog in 2021. Our parent company Enghouse Interactive has done just this by collecting the top posts on its 2021 blog, providing insight for the year ahead. Read the article on its blog here.

Customer Service 123

Customer Service Call Recording Trends Interaction 123

Comm100

JUNE 15, 2022

If you want your brand to stand head and shoulders above the competition, developing an unbeatable customer experience is essential. However, consistently achieving customer satisfaction across all aspects of your business is a considerable challenge. What is a customer experience (CX) program? of the changes you propose.

Brands 223

Brands Customer Experience Customer Journeys Net Promoter Score 223

SaleMove

FEBRUARY 16, 2024

By automatically matching the right interaction to each customer with Unified Interaction Management, it is possible to improve results in 4 categories. The post Improve Your Bottom Line with Unified Interaction Management appeared first on Glia Blog | Digital Customer Service Explained.

Interaction 56

Interaction Management Customer Service Contact Center 56

Calabrio

SEPTEMBER 9, 2020

You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th. Are customers inquiries being addressed satisfactorily across channels? The post Guest Blog: Emphasizing the Human Side of Remote Work appeared first on Calabrio.

Contact Center 241

Contact Center Customer Satisfaction Video Technology 241

SaleMove

SEPTEMBER 15, 2023

Delve into 7 critical areas where your customer interaction strategy may be delivering substantial returns that don't always get the credit they deserve. The post Customer Interaction Strategy ROI: More Than Meets the Eye appeared first on Glia Blog | Digital Customer Service Explained.

ROI 56

ROI Interaction Meeting Strategy 56

Comm100

MARCH 14, 2024

Chatbots have become a ubiquitous part of customer service and support. As businesses strive to meet the ever-increasing expectations of their customers, the adoption of chatbots has emerged as an essential move to enhance service delivery and operational efficiency.

Chatbots 228

Chatbots Customer Service Training Customers 228

NICE inContact

MAY 10, 2019

As I searched for ways to discipline my accident-prone, very determined, yet very sensitive and sometimes diva-like 5-year-old daughter, I had a revelation: Dealing with rude customers in the contact center can be similar to this challenge. Emotions rise, and customers eventually want one thing: gratification. Take a deep breath.

Interaction 200

Interaction Contact Center Guidelines Training 200

SaleMove

NOVEMBER 3, 2023

The post Interactions with Generative AI: Q&A with Jay Choi on Gen AI appeared first on Glia Blog | Digital Customer Service Explained. Generative AI is here to stay: We asked Jay Choi, Chief Product Officer, how Glia is looking to implement this new disruptive technology.

Interaction 95

Interaction Technology Customer Service Customers 95

Eptica

SEPTEMBER 23, 2020

Date: Wednesday, September 23, 2020 Author: Guest author: Martin Hill-Wilson Guest Post: Emotive CX for Customer Interaction. In our lat est guest blog CX expert, Martin Hill-Wilson, explains the vital importance of emotion within customer experience. Does your customer experience pass the #MakeMomProud test?

Interaction 117

Interaction Resources Customers Customer Experience 117

Calabrio

NOVEMBER 25, 2020

Complacency is not an option as agents, supervisors and contact center managers are forced to become more strategic, taking on increasingly critical new responsibilities to deliver engaging customer experiences. Contact centers have to adapt and continuously evolve in order to meet customer expectations.

Contact Center 306

Contact Center Self Service Analytics Banking 306

SaleMove

JANUARY 26, 2024

From Contact Center as a Service (CCaaS) to Unified Interaction Management, explore how this evolution empowers businesses and increases overall satisfaction. The post On the Horizon: Beyond CCaaS to Unified Interaction Management (UIM) appeared first on Glia Blog | Digital Customer Service Explained.

Interaction 52

Interaction Management Contact Center Customer Service 52

SAP Customer Experience

SEPTEMBER 16, 2022

Here is a rundown of some of the 10 most frequently asked questions here at the Customer Interaction Center 10. Production issue or a project go-live issue? What is the difference between a Production issue or a project issue? A production issue is when your issue is in a live.

Interaction 82

Interaction Customers Customer Experience 82

SaleMove

SEPTEMBER 22, 2023

Check out the 4 key elements of a secure interaction platform The post Using the Right Interaction Platform to Fight Fraud appeared first on Glia Blog | Digital Customer Service Explained. Many FIs assume that their technologies contain the highest level of security to fight fraud.

Interaction 68

Interaction Technology Customer Service Customers 68

NICE inContact

NOVEMBER 20, 2017

Interactive voice response (IVR) has been a staple of customer service for many years. The fact that IVRs have been around for a long time and are widely used does not mean, though, that your customers actually like them. Offload Routine Interactions.

Self Service 241

Self Service Interaction Multi-Channel Contact Center 241

Comm100

MAY 25, 2022

Further social upheavals amongst workers and customer expectations have also occurred. Ultimately, customer service and contact centers have not been immune to these changes. Then we’ll analyze how your organization can respond to these changes and the ways in which technology can benefit your ability to serve customers.

Contact Center 130

Contact Center Customer Service Omni-Channel Social Media 130

Comm100

DECEMBER 8, 2020

Chatbots were designed to streamline customer interaction. They save you time and money on customer services, while also improving your customer satisfaction levels. Today we’re rounding up some of the most amazing ways in which chatbots can improve your customer satisfaction and take your business to the next level.

Chatbots 134

Chatbots Customer Satisfaction Customer Service Representative Social Media 134

Experience Matters

MARCH 16, 2017

Any regular reader of this blog likely knows that emotion is a key topic for Temkin Group. As part of our push to drive more detailed discussions about emotion, we examined the emotions that consumers feel after specific interactions. We labelled 2016 as The Year of Emotion and operationalizing emotion is one of our 2017 CX trends.

Interaction 240

Interaction Loyalty Trends Groups 240

Calabrio

SEPTEMBER 9, 2020

You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th. Are customers inquiries being addressed satisfactorily across channels? The post Guest Blog: Emphasizing the Human Side of Remote Work appeared first on Calabrio.

Contact Center 147

Contact Center Customer Satisfaction Video Technology 147

NICE inContact

FEBRUARY 14, 2019

The Interactions 2019 agenda is built with you in mind, so you can deliver the most exceptional customer experience directly to your customers. Make sure to get the most out of your visit by planning in advance with the Interactions 2019 Agenda Preview ! Expivia Interaction Marketing Group, Inc. Ciox Health.

Interaction 159

Interaction Insurance Conference Analytics 159

SaleMove

JUNE 16, 2023

While cybersecurity is top of mind, ensuring digital customer interactions are secured may not be. The post Don’t Forget Digital Customer Interactions When You Think of Cybersecurity appeared first on Glia Blog | Digital Customer Service Explained. Cyber risk is a great concern for financial institutions.

Interaction 52

Interaction Financial Customers Customer Service 52

Eptica

FEBRUARY 17, 2023

Based on the latest ContactBabel research, our new blog post outlines the challenges to effective interaction recording and how they can be overcome. Based on the latest ContactBabel research, our new blog post outlines the challenges to effective interaction recording and how they can be overcome.

Interaction 62

Interaction Call Recording Management Customer Experience 62

Lithium

JANUARY 31, 2022

Editor's Note: is one of Khoros' top Titans, our community of pros who are skilled at building customer experience programs. Now an independent consultant who helps brands get the most out of their community platforms, she shares her experience below of using Khoros blogs to help build the Cisco Meraki community. Service Notices blog.

Knowledge Base 98

Knowledge Base Interaction Consulting Examples 98

NICE inContact

MARCH 15, 2018

The Interactions 2018 agenda is built with you in mind, so you can deliver the most exceptional customer experience directly to your customers. With so much to see and do in three days, make sure to get the most out of your time at Interactions 2018 by planning in advance with the Interactions 2018 Agenda Preview !

Interaction 121

Interaction Customer Experience Conference Analytics 121

NICE inContact

MARCH 29, 2019

At the simplest level, an IVR (Interactive Voice Response) is an automated interface that allows you to interact with callers to gather data, and potentially resolve an issue without having to direct that caller to an agent. This shortens call handle times and frees up agent resources to handle more complex interactions.

Interaction 136

Interaction Telecommunications Contact Center Multi-Channel 136

NICE inContact

JUNE 21, 2017

With the inclusion of so many technologies, and more coming, companies may be wondering what customers want? How can they, as an organization, provide the elevated customer experience? Give Customers What They Want: Fast Action and Human Interaction. Customers want results, and they want them fast.

Interaction 151

Interaction Customer Experience Customer Centricity Consumers 151

SaleMove

JULY 28, 2023

Understand how you can match the right interaction, with the right customer, at the right time–every time they contact you. The post What If You Could Get Every Interaction “Right?” ” appeared first on Glia Blog | Digital Customer Service Explained.

Interaction 52

Interaction Customer Service Contact Center Call Center 52

Uniphore

SEPTEMBER 22, 2021

Interaction analytics takes unstructured data from customer interactions across multiple channels and harnesses it to let you understand the true voice of the customer. How can you distinguish between a product that offers a few basic speech analytics capabilities and a robust AI-powered interaction analytics solution?

Interaction 100

Interaction Analytics Contact Center Telecommunications 100

SaleMove

JANUARY 13, 2023

Insurance companies can improve their profitability by boosting their policyholder retention rates with Digital Customer Service. The post Every Insurance Interaction is Critical: How to Improve Policyholder Retention appeared first on Glia Blog | Digital Customer Service Explained.

Insurance 81

Insurance Interaction How To Customer Service 81

CX Accelerator

FEBRUARY 3, 2018

Using DiSC in a customer service context to enhance both the customer and the agent experience. Having now studied DiSC and received my credentials as a certified facilitator, there is no mystery why the tool is so great for a customer service environment. Enhanced Agent to Agent Dialog – Customer Service is a team sport.

Interaction 140

Interaction Customer Service Sports Communication 140

Comm100

SEPTEMBER 19, 2022

Integrating chatbots powered by AI into your business is a fantastic way to keep one step ahead of your competitors and provide superior customer service. It also improves the level of interaction between your company and its customers. Customization and personalization. Natural Language Processing.

Chatbots 157

Chatbots Abandon Rate Social Media Customer Satisfaction 157

Vonage

AUGUST 4, 2015

This has massively changed my opinion of a service where I used to think they must know how many passengers they are expecting to fly, so the queues that are always there must be on purpose and because they didn’t care about customer experience. All customers want to feel like they are genuinely appreciated at all points of contact.

Interaction 120

Interaction Social Media Customers Customer Satisfaction 120

NICE inContact

NOVEMBER 6, 2018

Interactions 2019 welcomes actor, investor, entrepreneur and philanthropist, Ashton Kutcher, as keynote speaker! Register today for Interactions 2019, and don’t miss your exclusive opportunity to hear Ashton Kutcher discuss his life, career and passions. The post Interactions 2019 Welcomes Ashton Kutcher as Keynote Speaker!

Interaction 120

Interaction Innovation Technology Company 120

C3Centricity

FEBRUARY 13, 2024

Last week I spoke about the importance of actioning customer feedback. And customers expect businesses to be constantly adapting and preparing for their future needs. Thriving in this dynamic environment requires a commitment to continuous improvement and a deep understanding of customer needs and preferences.

Customer Insights 226

Customer Insights Feedback Social Media Customer Satisfaction 226

SaleMove

JANUARY 27, 2023

Glia Call Center breaks down service silos, bringing all interactions together within Glia’s ChannelLess Interaction Platform. The post Major Upgrade to Glia Call Center Streamlines Phone and Digital Engagements Within Glia Interaction Platform appeared first on Glia Blog | Digital Customer Service Explained.

Call Center 78

Call Center Interaction Engagement Customer Service 78