Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. Reviewing your existing CX strategy is a good place to start.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Calabrio

NOVEMBER 25, 2020

More than half a century later, his lyrics couldn’t be more relevant. 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 Center 130

Contact Center Self Service Analytics Banking 130

Comm100

FEBRUARY 15, 2022

The modern global consumer is impatient, specific about their needs, and more than willing to jump ship to go to another brand if you fail to impress them immediately. Let’s break down how you can do just that now. It heavily utilizes digital technology products and services to cater directly to customer needs.

Self Service 130

Self Service Consumers Customer Service Social Media 130

Comm100

MARCH 21, 2023

With more options than ever before for customers, switching brands is easy. Organizations need to take every advantage they can get, and providing excellent customer service has become one of these key differentiators. Live chat software has become increasingly popular within customer service, and for good reason.

Self Service 167

Self Service Customer Service Strategy Omni-Channel 167

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Organizations relying on call center support were forced to transition to digital channels during lockdowns.

Trends 206

Trends Customer Service Chatbots Omni-Channel 206

Comm100

OCTOBER 25, 2021

Spring break 2020 heralded the most sudden of changes in the span of a few days, putting an end to traditional face-to-face tutoring and in-person events and activities, and heralding remote digital teaching and learning experiences. The Need for Digital Transformation in Higher Education . The way students communicate has changed.

Engagement 202

Engagement eBook Chatbots Social Media 202

Comm100

AUGUST 8, 2022

Customer service is an always changing landscape. While many aspects of providing excellent customer service have held true over decades, the reality is that customer expectations have grown and shifted with technology. The bot is then able to draw from these resources when customers ask common questions.

Chatbots 194

Chatbots Customer Service Knowledge Base Social Media 194

Comm100

NOVEMBER 23, 2021

87% of senior business leaders see customer experience as their top growth engine, and yet only one in three feel prepared to address this. Although this level of uncertainty is worrisome, the first step towards improving customer experience (CX) is far simpler than many realize. Response speed. Personalized conversations.

Chatbots 217

Chatbots Customer Experience Multi-Channel CRM 217

Comm100

DECEMBER 8, 2020

Using artificial intelligence to make business processes more efficient is no longer a thing of the future. Using artificial intelligence to make business processes more efficient is no longer a thing of the future. Chatbots were designed to streamline customer interaction. Owning a business is not a piece of cake.

Chatbots 133

Chatbots Customer Satisfaction Customer Service Representative Social Media 133

NICE inContact

AUGUST 2, 2019

It’s an important concept for any company considering digital customer service integration. You don’t simply want to plan for your current customer service needs. Digital customer service is evolving quickly, and this change hopefully comes in tandem with important developments in your business — namely growth.

Technology 229

Technology Customer Service Omni-Channel Self Service 229

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Organizations relying on call center support were forced to transition to digital channels during lockdowns.

Trends 154

Trends Customer Service Chatbots Omni-Channel 154

Comm100

JANUARY 21, 2021

There are many digital customer service tools for small businesses to choose from, but there’s only one that stands out with real-time, accessible, and cost-effective support – and that’s live chat. How many channels offer as many benefits as live chat does for both the customer and business? What is live chat? .

Video 246

Video Social Media Software Knowledge Base 246

Comm100

MAY 23, 2022

Whether it’s shopping, transportation, or food, these students have learned to expect service when, where, and how they want it. To cater to these expectations, digital student engagement is essential. Gen Z doesn’t just avoid talking on the phone – 60% of Gen Z say that they “ hate calling people ”. Damaged CSAT.

Engagement 130

Engagement Chatbots Transportation Comparison 130

Comm100

MARCH 2, 2022

There is no doubt that many consumers look to credit unions for lower fees and higher savings rates, but there’s more to credit unions’ popularity than just the financial gain. This means that while making a profit is a bank’s priority, credit unions’ overriding goal is to provide the best service to their members.

Engagement 130

Engagement How To Chatbots Omni-Channel 130

NICE inContact

OCTOBER 2, 2019

The next year should be one of substantial investment by businesses in their service channels, and that’s great news for their customers. The latest results and analysis appear in the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark. Interested in learning more?

Self Service 150

Self Service Omni-Channel Contact Center eBook 150

Comm100

NOVEMBER 10, 2021

Customer service isn’t easy, but new technologies are making it easier. With artificial intelligence like chatbots, brands can serve more customers faster than ever before – all the while keeping a high level of service quality. It’s also possible for chatbots to achieve more than one goal at a time.

Chatbots 192

Chatbots Customer Service Social Media CRM 192

Comm100

MARCH 6, 2022

Financial institutions across the world are taking advantage of new digital technologies to improve customer experience (CX) and engagement. If credit unions want to keep up, it’s crucial they join them on this path towards digital transformation. Current members are digitally-active.

Chatbots 153

Chatbots e-support Banking Engagement 153

Comm100

MARCH 9, 2022

Engaged members spend 22% more than non-engaged members. In this blog, we’ll take a look at the top strategies that credit unions can employ to improve member experience. Live chat’s digital nature also makes crafting a response to customers faster than phone support. Speed up support with live chat.

Strategy 177

Strategy Omni-Channel e-support Financial 177

Uniphore

JUNE 9, 2021

With the COVID-19 pandemic forcing rapid digital transformation and the complexity of customer interactions on the rise, most companies recognize the need for new approaches. Instead of just looking at the hard numbers, examine what kinds of process changes need to take place for long-term success.

Engagement 246

Engagement Contact Center How To Metrics 246

NICE inContact

JULY 24, 2019

Digital today is much more than just email and chat. Today, your customers are rapidly moving beyond first-generation digital channels (email, web chat, mobile apps) and on to next-generation digital channels (social media such as Facebook, LinkedIn, Twitter, etc. in marketing).

Self Service 137

Self Service Consumers Contact Center Omni-Channel 137

BirdEye

OCTOBER 11, 2023

Customer experience is much more than just a buzzword, especially in the insurance industry. Clients are more likely to recommend a company that can guide them in choosing the right insurance product for them and their families. Why is customer experience important in the insurance industry?

Insurance 111

Insurance Industry Customer Experience Self Service 111

NICE inContact

AUGUST 21, 2019

That’s certainly true in business, and nowhere more visibly than in small and medium enterprises. The smaller the company, the smaller the budget and the more pressure managers are under to justify every expense. But there are some things no company should skimp on, and digital customer service is one of them.

Customer Service 136

Customer Service Call Center ROI Omni-Channel 136

NICE inContact

AUGUST 21, 2019

That’s certainly true in business, and nowhere more visibly than in small and medium enterprises. The smaller the company, the smaller the budget and the more pressure managers are under to justify every expense. But there are some things no company should skimp on, and digital customer service is one of them.

Customer Service 136

Customer Service Call Center ROI Omni-Channel 136

Comm100

DECEMBER 13, 2021

In our digital-first world, live chat serves as the perfect solution to achieve this. In this blog, we’ll look at the four top reasons why credit unions need to offer live chat services in 2022, from improving member experience to gaining member insights. Live chat improves member experience .

Banking 130

Banking Financial e-support Wait Times 130

NICE inContact

MAY 23, 2019

We live in an omnichannel customer service world now. Emerging technologies and changing consumer demands fundamentally have shifted the way businesses interact with their customers. This is the nature of life in the digital age. Measuring satisfaction levels with specific channels is one input to this process.

Self Service 138

Self Service Contact Center Omni-Channel Chatbots 138

Upstream Works

NOVEMBER 22, 2022

Before the term “customer experience” (CX) became widely used in the industry, the contact center was focused on “customer service.” ” When customers needed service – whether a question, a complaint, or technical support – they reached out to the contact center.

Technology 78

Technology Contact Center Customer Service Social Media 78

Comm100

OCTOBER 28, 2021

In this blog, we’ll be looking at just a handful of use cases that higher education chatbots can handle. . 24/7 service . Traditional support channels can be costly and difficult to staff outside of standard business hours, but this is an area where chatbots excel. More time for more sensitive queries .

Chatbots 130

Chatbots Engagement Social Media Omni-Channel 130

Comm100

AUGUST 31, 2020

Delivering the perfect customer experience on every occasion across all your touchpoints is no easy feat. With increasing customer expectations and the rise of new support channels, customer service complaints are inevitable – but this doesn’t mean they’re irreparable. or “I want to make a complaint”.

Customer Service 130

Customer Service Omni-Channel How To eBook 130

Comm100

AUGUST 31, 2020

Delivering the perfect customer experience on every occasion across all your touchpoints is no easy feat. With increasing customer expectations and the rise of new support channels, customer service complaints are inevitable – but this doesn’t mean they’re irreparable. or “I want to make a complaint”.

Customer Service 130

Customer Service Omni-Channel How To eBook 130

BirdEye

NOVEMBER 30, 2023

They prefer a relaxed travel experience, focusing more on enjoyment rather than planning. Therefore, the role of travel agencies has become more critical than ever as they craft these personalized and hassle-free travel experiences for their customers. Let’s dive in for more details: 1.

Travel 110

Travel Marketing Social Media Hotels 110

ShepHyken

MAY 3, 2019

This week we feature an article by Jaime Bailey who writes about how important convenience has become to the customer experience and how it is a necessity for providing a competitive edge in today’s marketplace. . And the latest area widely touted to provide a competitive edge in the customer experience is convenience.

Loyalty 115

Loyalty Effort Score Social Media Omni-Channel 115

BirdEye

OCTOBER 3, 2023

However, according to customer experience expert Jay Baer, these reactions will only backfire. During our digital conference, Birdeye View, our VP of Product Marketing, Rebecca Colwell, sat down with Baer to discuss strategies for constructively handling negative customer feedback. Respond to every message on every channel 2.

Customer Experience 105

Customer Experience Social Media Feedback Loyalty 105

BirdEye

DECEMBER 8, 2023

So, it’s pretty clear that corporate reputation management (CRM) isn’t just about following trends. In this blog post, we’ll uncover the essentials of corporate reputation management and teach you how it impacts your online presence. Quality of products/services: Are the products and services you offer up to snuff?

Strategy 116

Strategy Management Social Media Brands 116

SuiteCX

JANUARY 13, 2020

We just finished teaching a class on CX driven Journey mapping to a large and very diverse group. These following questions got me thinking: We are B2B, so we are more complex than B2C, aren’t we? These following questions got me thinking: We are B2B, so we are more complex than B2C, aren’t we?

Customer Journeys 189

Customer Journeys Omni-Channel B2C Multi-Channel 189

Comm100

AUGUST 17, 2022

Shep Hyken, CX expert and a New York Times best-selling author sat down with Chris Bechtel, Vice President of Global Marketing at Comm100, to discuss the state of customer experience (CX) today. This blog recaps the best bits from this conversation. Service is a big part of that. I’m excited about that.”.

Meeting 176

Meeting How To Airlines Virtual Agent 176

Upstream Works

DECEMBER 6, 2021

There is a lot of innovation that enables businesses and customers to engage more directly than ever before, allowing call centers to modernize their operations. One of the most important upgrades will be the ability to add digital channels. Learn more about Upstream Works’ digital solutions here.

Contact Center 78

Contact Center Call Center Touchpoint Social Media 78

ShepHyken

JUNE 16, 2017

This week we feature an article by Felix Winstone who says that while technology has impacted our approach to customer service, the oldest channel of communication, voice, is the most important. We live in a digital world. Self-service, web chat and chat bots gain in popularity. Shep Hyken.

Chatbots 84

Chatbots Self Service Customer Service Interaction 84