NICE inContact

JUNE 26, 2018

In part one of the blog series, we looked at a framework for building a business case to invest in customer experience technologies. This blog will focus on true financial value of moving from a premise or hosted to a cloud native platform. This cost along with professional services is completely eliminated in cloud native models.

Financial 194

Financial Customer Experience Contact Center Software 194

ShepHyken

JULY 8, 2016

This week on our Friends on Friday guest blog post my colleague, Mike Schoultz shares a few customer experience stories that demonstrate how companies have handled customer experiences, some well and some not so well. How many of you consider customer service or customer experience as elements of your marketing? – Shep Hyken.

Examples 75

Examples Customer Experience Hotels Social Media 75

NICE inContact

SEPTEMBER 8, 2017

Each year as Southeasterners brace for another hurricane season they are advised to develop disaster recovery plans. Regardless of your geographical location, a solid disaster recovery plan is critical in ensuring business continuity to avoid interruption to your customers. How will they protect their home? Where will they evacuate to?

Contact Center 120

Contact Center Financial Report Customer Expectations 120

Uniphore

JANUARY 21, 2022

These are just a few of the patient service challenges healthcare leaders are grappling with today. How can healthcare CX providers ensure that members consistently receive positive, high-quality service while meeting strict compliance and privacy requirements? Conversational AI and automation can solve many self-service woes.

Healthcare 246

Healthcare Self Service Virtual Agent eBook 246

Call Experts

APRIL 8, 2024

In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent. As Zendesk explains, 60% of customers have a higher standard of service than in the past.

Call Center 52

Call Center Net Promoter Score NPS Average Handle Time 52

Steve DiGioia

MARCH 25, 2020

So many others are sharing their stories or suggestions on how they’re coping with the isolation and fear of the unknown that it seemed petty for me to still write about customer service tactics when most businesses aren’t even open – and some may never reopen because they couldn’t withstand the revenue losses during the imposed shutdowns.

Hotels 262

Hotels Course Leadership Financial 262

NICE inContact

NOVEMBER 1, 2019

During the Woolsey fire response and recovery periods, the 211 LA County team handled more than 7,000 calls and made 15,000 referrals. And best of all, their learnings can be applied to contact centers across many industries from retail to healthcare to financial services and more.

Management 136

Management Healthcare Contact Center Retail 136

Optimove

MARCH 18, 2024

It aims to raise public awareness about problem gambling and advocate for prevention, treatment, and recovery services. Loyalty can be a result of personalization, offers, level of service and more. Tech can contribute to mitigating problem gambling. While the US awaits legislative steps, Tech can help.

eBook 52

eBook Loyalty Tips Measurement 52

ShepHyken

JANUARY 12, 2018

Customer service designs that are remarkable get talked about. We often get questions and comments on delivering great customer service and experiences. From clients and customers commenting on our blog. Many relate to customer service actions that are reminders of what we already know (but we occasionally forget).

Customer Service 95

Customer Service Policies Customers Customer Experience 95

NICE inContact

SEPTEMBER 27, 2019

It was a no-brainer,” said Philip Bennett, Empire Customer Service Operations Manager. And having the flexibility to quickly set up disaster recovery anywhere and support agents remotely has definitely given Phil some peace of mind and additional sleep. The move to NICE inContact and the CXone cloud platform came soon thereafter. “It

Abandon Rate 137

Abandon Rate Contact Center Wait Times Case Study 137

Stella Connect

NOVEMBER 29, 2021

For in-depth insights on this topic, we at Stella Connect by Medallia commissioned a research study of more than 2,100 consumers to get a better understanding of the evolving customer service and customer experience landscape to determine the best practices for meeting and exceeding customer needs. 1: Response time. #2:

Meeting 84

Meeting First Call Resolution Poor Customer Service Effort Score 84

Beyond Philosophy

MARCH 21, 2024

The Service Recovery Paradox comes into play here, too. The Service Recovery Paradox occurs when a service failure improves customer relationships. Customers will probably have strong emotional responses to these service failures. The whole city lost its service.

Telecommunications 78

Telecommunications Customer relationships Communication eBook 78

Call Experts

OCTOBER 19, 2023

In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent. As Zendesk explains, 60% of customers have a higher standard of service than in the past.

Call Center 59

Call Center Net Promoter Score NPS Average Handle Time 59

Comm100

JUNE 23, 2022

In this blog, we’ll look at the top reasons why universities and colleges are choosing Comm100 Live Chat. Even if you’re not planning to use to use live chat for financial transactions or other sensitive data, selecting a fully compliant live chat solution provides greater flexibility to introduce new features and services later.

Chatbots 196

Chatbots Self Service Video Wait Times 196

Stella Connect

DECEMBER 7, 2021

We published these insights on the future of customer service in our free report, Customer Service Trends for 2022: Preparing for the Future of Customer Service , which is now available to download. . 5 Best Practices from Our 2022 Insights on the Future of Customer Service Report. 1: Response time. #2:

Report 99

Report Customer Service Effort Score Customer Satisfaction 99

NICE inContact

AUGUST 11, 2016

For over 70 years, Mitchell has been helping insurance companies and car repair shops in North America figure the cost of getting a vehicle and person from wreck to recovery. Our customer service solutions reduce costs, increase revenue & help strengthen your brand.

Customer Satisfaction 128

Customer Satisfaction Contact Center Software CRM Contact Center 128

Michelli Experience

AUGUST 1, 2017

Over the past couple blogs, I reported a trust gap , emphasized the need to extend trust to customers , and outlined an initial list of qualities possessed by trustworthy leaders. This will be my third and final installment on what has become a mini-series about trust and business. That opportunity is standing-up when things go wrong.

Leadership 113

Leadership Hotels Brands Consulting 113

BirdEye

FEBRUARY 15, 2024

In this blog, we’ll delve into the latest online review trends, insights, and strategies to help you paint a detailed picture of consumer behavior and use it to your advantage. As things started to return to normal, the increase in review volume pointed to a recovery phase, with people getting more engaged than before.

Automotive 111

Automotive Healthcare Hospitality Retail 111

BirdEye

MAY 26, 2023

In this blog post, we’ll explore what features good software should have as well as some of the top scheduling apps on the market. Data backup and recovery HIPAA rules require that online scheduling apps must have data backups in place and recovery features to ensure that patient data is not permanently lost in the event of a system failure.

Software 98

Software Healthcare Guidelines Insurance 98

NICE inContact

NOVEMBER 17, 2016

No, this blog post is not about inContact Disaster Recovery (even though that would certainly also be an interesting topic). For starters, and very different from natural lightning, the Lightning in Salesforce Sales Cloud and Service Cloud is predictable. The Top Three CX Improvements appeared first on inContact Blog.

Contact Center 201

Contact Center CRM Meeting Interaction 201

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

Contact Center 105

Contact Center Call Center Guidelines Customer Satisfaction 105

Stella Connect

NOVEMBER 9, 2021

From Black Friday until well into January, your customer service agents will face overwhelming call and chat volumes. Preparing Your Customer Service Team for the Holiday Season. On the flip side, brands that fall short of this service standard are taking a big gamble. This is never truer than during the busy holiday season.

Customer Service 87

Customer Service Poor Customer Service Contact Center Training 87

Experience Investigators by 360Connext

NOVEMBER 26, 2014

I recently sent a letter to the CXI® Club listing some things I’m thankful for this year, but I wanted to be sure this part was not exclusive to people on our mailing list: I’m very thankful for you, reading this [letter] and our blogs each week. You can read the rest of the letter here.). However, there are conditions.

Banking 286

Banking Loyalty Culture Social Media 286

Stella Connect

DECEMBER 13, 2021

Customer service will once again be an integral part of your CX strategy in 2022, but what you did in the last year shouldn’t be exactly what you do in the year ahead. Service recovery does still make a difference after an initial service experience goes poorly — the catch is that it needs to be done in a swift fashion.

Customer Expectations 52

Customer Expectations Meeting How To Effort Score 52

Daniel Group

SEPTEMBER 18, 2019

What do you need to let go of this fall in your perceptions about customer services? In a recent blog, “ Great Customer Services Does Create Referring Customers, ” I discuss how those customers that give you 9s and 10s are your best source of referrals. Service Recovery Excellence: Turn Customer Lemons into Lemonade.

Strategy 40

Strategy Net Promoter Score Effort Score NPS 40

ShepHyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR Nice customer service, but don’t miss the opportunity to turn that thank you into the next opportunity.

Customer Service 104

Customer Service Contact Center Customer Retention Poor Customer Service 104

CX Journey

DECEMBER 27, 2017

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud CX; it was published on their blog on June 21, 2017. Outline a systematic approach for service recovery to occur at the individual customer level. When and how does the service recovery get escalated? Why is that? What's going on?

Feedback 118

Feedback Metrics Culture Customer Retention 118

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

Contact Center 52

Contact Center Call Center Guidelines Customer Satisfaction 52

Stella Connect

JANUARY 28, 2022

Here are our six tips for delivering better customer service right away. . 6 Tips for Delivering Better Customer Service. #1: 1: Align your customer service team’s approach with customer expectations. As we’ve said before, customer service can make or break your business. Demonstrating empathy . #2:

Tips 52

Tips Customer Service Effort Score Customer Service Training 52

Steve DiGioia

APRIL 4, 2022

I’m prepared for the unfortunate customer who felt that our service was less than stellar and wanted to vent their frustrations. And I tested my “service recovery” options on a small scale. RELATED POST: 33 Ways the Boy Scouts Can Improve Your Customer Service. Am I a glutton for punishment and need confrontation?

Hospitality 55

Hospitality Hotels Course Customer Service 55

Alida

OCTOBER 17, 2017

This article is a guest blog post from Ed Bennett, a digital strategy expert and president and CEO of Ed Bennett Consulting. ” In working with patient-centric health care organizations, I am seeing more hospitals changing their structure to deliver better, more seamless services to patients.

Hospitality 247

Hospitality Retail Leadership Culture 247

Talkdesk

APRIL 1, 2020

In my previous blog , I stressed the importance of using cloud technology to quickly move call center agents to a safe, work-at-home environment, to continue support for their customers during the coronavirus (COVID-19) crisis. Talkdesk leverages a webRTC client with the latest high quality adjustable codec (opus). globally and 4.28

Call Center 105

Call Center Contact Center Travel System 105

ijgolding

NOVEMBER 9, 2014

If you are a regular reader of my blog, you will be aware that I am regularly referred to stories of both great and not so great Customer Experiences. Until know, I have not felt compelled to write a blog post about the stories I have heard. Sadly they all departed soon after Virgin Media’s takeover by US based Liberty Global.

Customer Experience 317

Customer Experience Customer Centricity Customer Journeys Customer Retention 317

NICE inContact

JANUARY 30, 2018

If you are, here’s our laundry list of the top five things that are absolute “must have” phone system features for your contact center in 2018 and beyond: Built-in Reliability and Disaster Recovery. Voice and digital, inbound and outbound, agent assisted and self-service. True Omnichannel Skills-based Routing.

Contact Center 186

Contact Center System Self Service Omni-Channel 186

Call Experts

SEPTEMBER 8, 2023

In the healthcare industry, a HIPAA-compliant answering service is your ultimate healthcare ally. For call centers specifically serving the healthcare industry, compliance with HIPAA regulations isn’t just a legal requirement but a crucial aspect of providing top-notch customer service.

Healthcare 52

Healthcare Call Center Guidelines e-support 52

NICE inContact

DECEMBER 12, 2016

We all want our agents to provide “great” service. When I think about “great” service, I envision a customer interaction that required little customer effort, that was resolved on the first contact, by the first agent, and in which the agent served as a positive ambassador for the brand. appeared first on inContact Blog.

Contact Center 185

Contact Center Customer Service Culture Interaction 185

Circular Edge

MARCH 6, 2024

Author : Tonio Thomas, Director – Cloud & Technology Services In today’s digital age, the importance of robust security measures has perhaps never been more important. Additionally, safeguarding system backups with offsite storage and retention is crucial to prevent ransomware attacks from compromising data recovery.

System 52

System Measurement Financial Tips 52