Russel Lolacher

APRIL 5, 2021

Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience. So here’s just a bit of what I’ve learned so far: What I’ve Learned…about Public Engagement. Oh, it’s been amazing. You must show up, every day.

Customer Care 98

Customer Care Government Communication Engagement 98

Kayako

APRIL 11, 2017

She will guide you through why customer care is so important and how teams can feel empowered to help their customers. You love doing everything that you can for your customers. How do you train your employees to offer the same level of care? How to teach customer care. All awesome, right?

Customer Care 192

Customer Care Culture Customer Service Representative Customers 192

BlueOcean

JULY 5, 2016

If the call to customer care is a dreaded and distasteful last resort, how do we adapt and improve the experience? With social networks evolving at a breakneck pace, that leads us to the question at the root of this post: what is the state of social customer care in 2016 and beyond? The Facts About Social Customer Care.

Customer Care 120

Customer Care Social Media Contact Center Entertainment 120

Experience Investigators by 360Connext

JANUARY 23, 2015

We get asked a lot about how to help customers in the 24/7 always-connected world we live in. Customers turn to social media to get questions answered quickly, report issues about products, praise great service and much more. Social customer care is going to be with us forever. What about you? 30, January 2015.

Customer Care 110

Customer Care Social Media Marketing Conference 110

Russel Lolacher

MARCH 8, 2020

Here are a few of reasons you should take millennials, and how they engage with your business, a little more seriously. 1) If They aren’t Your Customers Now, They will Be. A much better tactic is to get to know them better and find out how your product or service can fix their particular problems.

Customer Care 80

Customer Care Social Media Comparison Groups 80

Inbenta

NOVEMBER 9, 2021

Customers can benefit from receiving personalized assistance on the channel and language of their choice, but so too can employees. By contextualizing products and services, banks increase their customer loyalty and their lifetime value. . Banks need to engage with their customers in the right way and in the right channels.

Chatbots 95

Chatbots Banking Customer Care Self Service 95

Russel Lolacher

MARCH 2, 2021

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. So any chance I get to engage and answer curious questions, the better. “Yes, but what do you do? Aren’t you just tweaking on faceplant?”

Social Media 52

Social Media Government Customer Care Transportation 52

CSM Magazine

SEPTEMBER 7, 2022

Learnship , the business language learning solution provider, announced the launch of Sprint Business Skills Customer Care today. The fast-paced, online learning solution helps customer service professionals acquire relevant English vocabulary to better communicate at work. One hour a week of self-paced digital learning content.

Customer Care 52

Customer Care Social Media Course Culture 52

C3Centricity

JULY 8, 2020

What makes a website great for your potential customers? One that encourages current and potential customers to both see and engage with your content. And hopefully buy your products and services too! It is “The 7 essentials of Customer Centric Websites.” How do you treat your customers?

Engagement 207

Engagement Entertainment Customer Centricity Social Media 207

InMoment XI

SEPTEMBER 28, 2021

Every company executive will agree that having loyal customers is a key to business success. But what are executives really doing to encourage customer loyalty? Most businesses will point to their customer care training or customer relationship management (CRM) system and count on these tools to build loyalty.

Loyalty 519

Loyalty Tips Feedback Advertising 519

Calabrio

MAY 28, 2019

Today, our customers have made us feel like one-in-a-million. The Calabrio team is excited to announce we have been recognized as the only May 2019 Gartner Peer Insights Customers’ Choice for Workforce Engagement Management (WEM). This distinction is based on 115 customer reviews that overall rate Calabrio 4.4

Engagement 199

Engagement Management Call Center Industry 199

ProProfs Chat

JANUARY 30, 2020

Well, that’s exactly why you need to focus on engaging with your customers regularly. With consistent engagement, you’ll get to figure out: Customer pain points. Customer expectations. Impacts of consistent engagement. Customer loyalty. Customer Engagement Statistics 2020 Explained.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

Interactions

MARCH 26, 2020

Hold times that seem to last hours, phone trees that are impossible to navigate, and rigid voice prompts forcing customers to speak like a robot. This type of experience is detrimental to customer satisfaction for many reasons and engaging with contact centers can be frustrating even without long hold times or robotic prompts.

Customer Care 71

Customer Care Contact Center Hospitality Travel 71

BlueOcean

MARCH 20, 2017

The only difference in performance management for WAH agents is that our coaches and WAH agents engage in live coaching sessions via Jabber, with the ability to text, talk, use video, and share live screens and files rather than sitting side-by-side. The post What’s the State of Work-at-Home in Customer Care in 2017? Let’s chat.

Customer Care 189

Customer Care Contact Center Call Center Average Handle Time 189

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? Customer community — opportunities for customers to engage with one another. Lynn Hunsaker.

Customer Care 66

Customer Care CRM Customer Experience CEM 66

InMoment XI

JANUARY 23, 2024

The Google Local Guide program features a global community of users that companies can engage with to support their marketing activities, build brand reputation, manage online reviews and ratings, and improve online search visibility and exposure. This improved visibility can attract more potential customers. Respond to reviews.

Strategy 260

Strategy Management Video Feedback 260

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. How many employees support digital engagement at Aruba?

Customer Engagement 110

Customer Engagement Customer Journeys Engagement Strategy 110

InMoment XI

OCTOBER 28, 2021

In my last post, we discussed the difference between interactions, engagement, and customer experience. Now, I’d like to dive deeper into customer experience and the role everyone in your organization plays in delivering that experience. You heard me right: not one department owns the customer experience—it’s every department!

CRM 493

CRM Airlines Government ROI 493

ClearAction

SEPTEMBER 3, 2018

Are Your Customer Care Metrics Customer-Centric? Customer care metrics are a barometer of performance across a variety of customer interactions such as chat, text messages, email, social media and communities. Both of these orientations tend to be company-serving rather than customer-focused.

Customer Care 54

Customer Care Customer Centricity Metrics Social Media 54

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? Customer community — opportunities for customers to engage with one another. Lynn Hunsaker.

Customer Care 59

Customer Care CRM Customer Experience CEM 59

Thematic

NOVEMBER 22, 2021

Product reviews are one of the most comprehensive and useful sources of insider info available, anywhere. These often have gold nuggets that can guide development, troubleshoot new initiatives, and improve customer experience. Alternatively, it could suggest that customers won’t be happy till the startup time is less than 30 seconds.

Analysis 71

Analysis How To Analytics Feedback 71

Bold360

JUNE 18, 2020

You could send an employee to a customer’s home to solve a problem or tell someone to come into your physical store for you to take a look at their product. For one thing, social distancing keeps people from engaging face to face any more than they have to. What is visual engagement? What do customers care about?

Connections 71

Connections Engagement Self Service Insurance 71

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. How many employees support digital engagement at Aruba?

Customer Engagement 84

Customer Engagement Customer Journeys Engagement Strategy 84

BlueOcean

OCTOBER 4, 2023

Finding Bilingual Support That Suits Your Customers Best We’re an onshore Canadian contact center outsourcer and pride ourselves on delivering sophisticated (bilingual) customer care through strategic partnership. It’s our thing. So, of course, we’re biased.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Joe Rawlinson

APRIL 16, 2014

” Here are a few steps to help you achieve exactly that–a customer service dream team. While there are some benefits to hiring team members who possess a Degree in Customer Care Management or Customer Service, there are several important qualities that many believe cannot be taught. Hire the right people.

Customer Care 121

Customer Care Management Policies Training 121

Lithium

DECEMBER 28, 2020

“It’s no secret that Khoros Engage is not just a conference,” said Spike Jones, Senior Vice President of Strategic Services at Khoros in his opening remarks. But the truth is, Khoros Engage truly is “a family reunion.” Everyone came to discuss the state of the union for digital customer experience today.

Engagement 52

Engagement Social Media ROI Multi-Channel 52

InMoment XI

AUGUST 2, 2023

While reports and data can offer valuable insights, the most authentic and relevant information comes directly from your customers. The strength of your organisation’s capability to listen, understand, and act upon customer feedback is crucial.

NPS 260

NPS Customer Centricity Tips Automotive 260

NobelBiz

MARCH 29, 2022

With the growth of digital technologies and the rise of new communication channels, the notion of consumer engagement took a whole new dimension. It is becoming increasingly prevalent and noticeable due to digital communication platforms that encourage multichannel interactions between customers and contact centers.

Contact Center 52

Contact Center Customer Engagement Engagement Call Center 52

transcosmos Information Systems

AUGUST 17, 2017

Gone are the days when offering a telephone customer care service would suffice, as omni-channel has shifted the business paradigm. For this reason, outsourcing companies no longer just offer phone or email customer support. A true omni-channel engagement experience extends beyond your brand’s universe.

Omni-Channel 75

Omni-Channel Engagement Customer Experience Social Media 75

Vonage

APRIL 25, 2019

Social media teams – both marketing and customer service – often sit by themselves in organizations, likely because management doesn’t quite know what to do with them. Integrating with the core business ensures that the social media team is engaged with other business units to share and act upon customer feedback.

Social Media 321

Social Media Rewards Programs Feedback Call Center 321

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. How many employees support digital engagement at Aruba?

Customer Engagement 62

Customer Engagement Customer Journeys Engagement Strategy 62

Kayako

MAY 13, 2022

Simply put, customer satisfaction measures whether your products and service meet or exceed your buyers’ expectations. Customer satisfaction affects the bottom line because it is a critical predictor of retention and repeat revenue. Are you ready to provide fast and responsive customer care?

Self Service 275

Self Service Knowledge Base e-support Policies 275

Qualtrics

APRIL 27, 2020

Customer Care Managers are used to dealing with regular surges in demand. Most customer care centers (also referred to as contact centers) have an established process, planned months in advance to ensure they cope adequately and maintain the customer experience. Future of Customer Experience, PwC 1.

Customer Care 36

Customer Care Self Service Chatbots Airlines 36

Upstream Works

JULY 17, 2019

But this information can “wow” your customers in another way: it provides the foundation for a highly personalized experience. From the customer’s perspective, it’s like you’re reading their mind and truly understand them.

Customer Care 60

Customer Care Contact Center Contact Center Software Omni-Channel 60

SurveySparrow

JANUARY 7, 2021

Whatever situation your customer faced, the value of providing a great customer experience hasn’t changed a bit for businesses. In fact, brands started to put more attention on improving their customer engagement. According to Salesforce, 80% of consumers said, the experience is as important as products. .

Customer Engagement 52

Customer Engagement Engagement Chatbots Effort Score 52

TechSee

MAY 29, 2018

Visual engagement and support are maturing as a technology, and are swiftly becoming key differentiators in many customer service organizations. They have found that visual engagement and support have a dramatic effect on KPIs measured in every call center: NPS, FCR and Truck Rolls. Maturity of Visual Engagement.

Contact Center 95

Contact Center Engagement Call Center Net Promoter Score 95

Lumoa

MARCH 9, 2023

By understanding that their customers care deeply about the products they buy and how they are created, Lush has taken steps to address these concerns. The release of the “ How It’s Made ” videos is a perfect example of this.

Customer Experience 423

Customer Experience Social Media Customers Video 423