InMoment XI

FEBRUARY 12, 2024

We’ll strive to do better. ” “Thank you for letting us know about this. Your honest feedback helps us get better. We will use the feedback to make us better and to ensure this doesn’t happen again.” This is on us.” “We Could you please contact our team via (your contact information)?

How To 260

How To Policies Feedback Guidelines 260

Lumoa

OCTOBER 26, 2022

Future of Customer Contact Conference | February, 9 | London, UK. Customer Contact Week Europe Exchange | March, 7-8 | London, UK. Customer Experience Transformation | March, 7-8 | Miami, US. X4 The Experience MGMT Summit by Qualtrics | March, 7-9 | Salt Lake City, US. Pharma CX Summit | March, 22-23 | Princeton, US .

Conference 236

Conference Customer Experience Contact Center Financial 236

InMoment XI

OCTOBER 19, 2021

I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals. We ran into the problem of survey fatigue, which plagues many of us. We also ask questions we should know the answer to, like “did you travel with us in the last 30 days?”

Analytics 493

Analytics Data Customer Experience Social Media 493

CX Accelerator

NOVEMBER 7, 2023

After demanding a supervisor, the representative said, “I am your highest point of contact of contact in this office. Ben Motteram , reminding us that we must act on our voice of customer data adds: 7) monitor their NPS (Net Promoter Score) on dashboards but do nothing to try to improve it. Again, huh? 28) can’t be empathetic.

Customer Centricity 316

Customer Centricity Company Airlines Net Promoter Score 316

SAP Customer Experience

OCTOBER 1, 2021

Introduction Attribute Sets are used to create groups of attributes in SAP Upscale Commerce that allow you to display information and to collect value entries from consumers using your apps. Attribute Sets provide you with a convenient, no-code way to extend different data models. For example, attribute sets can be.

How To 72

How To Groups Consumers Examples 72

BlueOcean

APRIL 16, 2024

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Contact Center Outsourcing Provider of the Year” category at the 18th annual Stevie Awards for Sales & Customer Service. This is Blue Ocean’s fourth Stevie Award. Learn more about the Stevie Awards at www.StevieAwards.com.

Contact Center 177

Contact Center Sports Effort Score Customer Care 177

UJET

MAY 17, 2018

In less than a week, we’ll be heading to the ICMI Contact Center Expo & Conference in Orlando, Florida!

Contact Center 56

Contact Center Conference Connections Customer Experience 56

BlueOcean

MARCH 31, 2022

When Billy Beane used a highly specialized system of metrics to help his scrappy low-budget Oakland A’s teams compete with juggernauts in the league, the lessons weren’t lost on us. Let’s look at what sports can teach us about consistency in achieving contact center service levels—and how to adapt to even the most unexpected outcomes.

Contact Center 296

Contact Center Sports Conference Resources 296

NICE inContact

NOVEMBER 16, 2021

Watch our demo video to see CXone in action and then contact us to find out more about how CXone can help you improve your business results through more satisfying customer experiences.

Contact Center 261

Contact Center Customer Experience How To Video 261

eGain Blogs

JUNE 8, 2017

George Bernard Shaw famously said that the US and England were divided by a common language. He would not say the same about contact center agents—CSRs in both geographies are in total agreement about the biggest hurdles to providing good customer service. Other issues: 15%.

Contact Center 58

Contact Center Omni-Channel Survey System 58

Uniphore

JULY 10, 2021

Brian Cantor Leading CX Industry Analyst Contact Center Week. It’s challenging to train, onboard, and retain talent in the contact center today. Brian Cantor Leading CX Industry Analyst Contact Center Week. He is excited to share earned secrets on how to automate the knowledge work done in contact centers.

Call Center 223

Call Center Contact Center How To Case Study 223

BlueOcean

MARCH 7, 2024

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. This is Blue Ocean’s fourth time being recognized by the Stevie Awards.

Sales 177

Sales Customer Service Sports Contact Center 177

Comm100

NOVEMBER 15, 2022

The number one benefit of integrating digital channels into a contact centre platform is the ability to grow its customer base. Digital omnichannel platforms like Comm100 can be integrated into contact centre software so every channel is combined into one platform and the customer only needs one piece of software. Grow customer base.

Omni-Channel 201

Omni-Channel Chatbots Social Media Software 201

Experience Investigators by 360Connext

JANUARY 26, 2021

Or how about behavioral analytics, which helps us understand what customers do and how they behave on our digital platforms and other channels? And some of the simplest and most effective methods are right in front of us. Example 1: “For which of these five reasons did you contact us?” Which one gets it right?

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254

Calabrio

OCTOBER 19, 2022

For us, C3 is not only a time to share our vision for the future, but to hear the business challenges our customers are trying to solve and which best practices they are using to get the insights they need. The Digital Transformation of the Contact Center Is Still Happening. Brand Guardianship Is Key to Consumer Loyalty.

Connections 147

Connections Contact Center Analytics Travel 147

Help Scout

AUGUST 22, 2023

Your contact us page is the first place customers go for answers on your website. See contact us page examples from top companies for ideas on how to design yours right. Read the full article

Examples 98

Examples Company How To Customers 98

eGain Blogs

JUNE 8, 2017

George Bernard Shaw famously said that the US and England were divided by a common language. He would not say the same about contact center agents—CSRs in both geographies are in total agreement about the biggest hurdles to providing good customer service. Other issues: 15%.

Contact Center 40

Contact Center Omni-Channel Survey System 40

Zeisler Consulting

APRIL 2, 2024

All the rage these days in Contact Center online webinars and consortia is the topic of automation and “AI”… “Bots”, “ChatGPT” (I still don’t understand what that does, but apparently, as far as you know, I’m using it to write this article right now.) Certain things lend themselves to self-assistance.

Contact Center 72

Contact Center Policies Customer Care System 72

AWS Machine Learning

MARCH 29, 2024

Amazon Lex provides advanced conversational artificial intelligence (AI) capabilities to enable self-service support for your organization’s contact center. Amazon Lex integrates with state-of-the-art contact centers including Amazon Connect, Genesys Cloud , and Amazon Chime SDK to facilitate a seamless omnichannel experience.

Contact Center 94

Contact Center Chatbots Self Service Touchpoint 94

TechSee

MARCH 7, 2023

She is a visionary leader and change agent with more than 20 years of experience successfully transforming contact center programs, centers, and regions to achieve breakthrough results. With 20 years of contact center experience, she has successfully delivered results in the demanding, fast-paced contact center environment.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Beyond Philosophy

MARCH 29, 2024

Ghosting, where someone suddenly stops communicating, has become more common, thanks to technology making it easier to cut off contact. Contacting people about products or services can take time and effort. Following older norms, like sending thank-you notes after interviews, can set us apart positively.

Communication 88

Communication Interaction Connections Consumers 88

TechSee

MARCH 21, 2024

In the data we collected, up to 40% of fiber self-installations fail, resulting in high volumes of contact center calls, and often require expensive and time-consuming technician dispatches. Contact us today for a demo and see the difference for yourself.

Self Service 124

Self Service Contact Center Customer Satisfaction Customers 124

TechSee

JUNE 1, 2023

They are calling us either because they are not hearing with their device or are having sound issues. Where we might think we need to replace a sound processor, which is an expensive item, once using TechSee we may determine it’s just a faulty coil cable, a much lower cost item to replace. Noel is ten years old.

Technology 207

Technology Video Connections Interaction 207

Magellan Solutions

SEPTEMBER 19, 2023

However, instead of you reaching out to them, interested customers will contact you. These people are likely to have researched your business before contacting you. They’re contacting you because they’re convinced of your product or service. This is mainly because customers have initiated the contact.

Exceptional Customer Service 98

Exceptional Customer Service Social Media Customer Satisfaction Advertising 98

NobelBiz

APRIL 1, 2024

We would like to take this chance to thank each and every one of our clients who cast a vote for us in the G2 Fall report. We look forward to continuing our path of development and innovation, and we’re dedicated to upholding the high standards of excellence and quality that have brought us to this level of acclaim.

Call Center 52

Call Center Contact Center Report Meeting 52

TechSee

JULY 24, 2023

In the contact center world, hold time is often seen as a negative thing. What if hold time could be used to improve the customer experience and even help to resolve issues more quickly? What if hold time could be used to improve the customer experience and even help to resolve issues more quickly?

Net Promoter Score 109

Net Promoter Score Contact Center Average Handle Time CRM 109

Magellan Solutions

JANUARY 29, 2024

Did you know that the Philippine BPO industry is projected to hit US$37.87 Explore with us the fascinating history, current developments, and prospects of Magellan Solutions. Shift in Vision and Office Dynamics: Chua takes us back, recalling, “Our original vision involved partnering with a U.S.-based based call center.

Call Center 98

Call Center Leadership Culture Customer Centricity 98

Beyond Philosophy

AUGUST 20, 2020

Professor Melumad says this is because of a unique combination of properties that our phones exhibit: We have the phone with us almost always because it’s small. We rely on our phones to give us the ability to use it whenever and wherever we want. We employ the phone for personal contact with friends and family.

Study 348

Study Transportation Survey Technology 348

Zeisler Consulting

JANUARY 9, 2024

It’d be a little melodramatic (not beyond me, mind you) to call it the bane of my existence , but yes it’s a bit of a task that complicates my days: Explaining, when I say I’m “in CX” or that I “do CX” that, no, I’m not a ‘contact center guy.’ After all, each contact with your brand is an opportunity to advance the Brand Promise.

Contact Center 93

Contact Center System Customer Care Brands 93

NobelBiz

NOVEMBER 13, 2023

According to Forbes : 97% of consumers and 98% of contact center managers say customer service interactions impact whether consumers stay loyal to a brand. 60% of consumers have switched brands due to a negative contact center experience. How to measure Your Contact Center’s NPS? These clients are difficult to persuade. (1–6)

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111