InMoment XI

NOVEMBER 15, 2023

This method harnesses the power of data and insights to gain a deeper understanding of customers, their preferences, and their interactions with a company. It involves the use of various metrics and methods to gain valuable insights into how customers perceive and interact with a business. What is Customer Experience Analytics?

Analytics 324

Analytics Customer Experience e-support Net Promoter Score 324

InMoment XI

MAY 31, 2022

The goal of journey mapping is to gain a deeper understanding of your customer, how they interact with your brand, and how each interaction affects your relationship. The goal of journey mapping is to gain a deeper understanding of your customer, how they interact with your brand, and how each interaction affects your relationship.

Customer Journeys 529

Customer Journeys Examples Net Promoter Score Touchpoint 529

InMoment XI

FEBRUARY 2, 2024

What’s particularly remarkable is that their expansive operation of over 600 locations and reviews is managed by a lean team of two. By merging AI with their products, they’re crafting personalized experiences that evolve with the user. Responding to both positive and negative feedback can’t be overstated enough.

Hospitality 260

Hospitality Call Center Retail NPS 260

CX Accelerator

JUNE 8, 2020

These could be strategic calls to key customers to ask them about their experience. ,, Murphy Fraser , Client Success Manager at Skillshare, also recommends investigating customer activity on your website as a means of “interviewing” them. Listen to customer service call recordings. Listening to call recordings is time-consuming work.

Survey 345

Survey Social Media Contact Center Call Recording 345

BlueOcean

OCTOBER 4, 2023

Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. But what mix of live agents versus AI is best for your business? And how do offshore solutions, interpreters, and texting play a role? That’s where the “language of their choice” piece of the puzzle can get complex. But what’s the best approach?

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

CSM Magazine

APRIL 9, 2024

Fostering Confidence in a Virtual Space For customer support agents who are adjusting to remote work arrangements, maintaining efficiency and handling customer interactions with professionalism can feel daunting without the right tools. Remote work has become the new norm in various industries, and customer support teams are no exception.

Tools 64

Tools Call Recording e-support Software 64

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers. and commitment to sustainable business practices improvements are unparalleled.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

BirdEye

APRIL 26, 2024

But, maintaining an active presence by posting consistently across all platforms while managing multiple accounts can be daunting. Birdeye Social Birdeye Social is one of the leading content-creation tools for social media management. The creator economy is witnessing a significant boom in the internet era. Adobe Veed.io

Tools 59

Tools Social Media Multi-Channel Video 59

Comm100

DECEMBER 12, 2023

We’ll explore how Generative AI is changing the very fabric of customer interactions, while balancing this automation with emotional intelligence. It also reduced agent attrition and requests to speak to a manager by 25 percent.” – McKinsey & Co., It’s worth noting that these AI advancements do pose challenges too.

Trends 195

Trends Innovation Customer Service Omni-Channel 195

Helpt

FEBRUARY 2, 2024

You had some issue with a product, you picked up the phone and dialed the customer support line, you explained your situation to the first agent, they didn’t know the answer so they sent you to another agent, you explain the situation again, rinse and repeat until eventually, someone gives you answer.

Analysis 97

Analysis Customer Satisfaction Interaction Culture 97

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. Offline experiences are shared online, and then a brand’s response – and the learnings it takes from customer interactions – are incorporated back into the experience.

Social Media 321

Social Media Rewards Programs Feedback Call Center 321

BirdEye

MARCH 29, 2024

34 Instagram story ideas for businesses in 2024 FAQs on Instagram story ideas Manage your Instagram account with Birdeye How to post a story on Instagram? Use the shutter button to click a photo or record a video to share on your Instagram story. Tap the “+” icon or swipe right on your screen to go to Stories.

Social Media 109

Social Media Video Guidelines Feedback 109

SurveySparrow

APRIL 15, 2024

While those services still play a crucial role, the spotlight has now shifted towards SaaS products. Product analytics tools! We have researched and compiled a list of nine best product analytics tools, discussing their features, limitations, pricing, and more. Take a look at SurveySparrow’s product evaluation template.

Analytics 52

Analytics Tools Analysis User Experience 52

Experience Investigators by 360Connext

JANUARY 5, 2022

It’s not about the product or service you offer. You asked your frontline teams, like customer service agents and customer success managers, about what they were hearing directly from customers. Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. How did this happen?

Resources 369

Resources Customer Journeys Video Strategy 369

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Success is really about customer experience management. After all, if you sell a product or service and customers buy that product or service, they are having an experience. What happens on the inside of the organization is Customer Experience Management (CXM). . Your CEO wants the organization to succeed. That’s right.

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

NobelBiz

APRIL 2, 2024

At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction. They serve as centralized hubs for managing multichannel interactions, voice calls, emails, chats, social media, and more.

Contact Center 106

Contact Center Self Service Omni-Channel CRM 106

Uniphore

JUNE 10, 2021

When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. We polled attendees of our Knowledge Management Vs. Knowledge Automation webinar on how they viewed agent onboarding. And there’s no going back. Make Legacy Tech Work Smarter. 13% High Call Volume.

Call Center 246

Call Center Self Service Contact Center Case Study 246

AWS Machine Learning

APRIL 18, 2024

And after the call is over, you usually want to capture a summary for your records, or to send to the participants, with a list of all the action items, owners, and due dates. When you’re done, you’ll wonder how you ever managed without it! See CHANGELOG for latest features and fixes. Check out the following demo to see how it works.

Knowledge Base 92

Knowledge Base Meeting Resources Analytics 92

Totango

NOVEMBER 16, 2023

Every customer interaction matters in today’s digital age. But, oftentimes, managing and documenting these customer interactions—especially cross-functionally among global and remote teams—can be challenging and time-consuming. billion active users worldwide. billion active users worldwide. Not a problem.

Customer Success 107

Customer Success Touchpoint Meeting Interaction 107

NobelBiz

NOVEMBER 27, 2023

Advanced call logging is a vital tool for businesses to enhance communication management and operational efficiency. By automating the collection and organization of call details, businesses can gain valuable insights into their communication activities, improve customer interactions, and drive informed decision-making.

Contact Center 59

Contact Center Call Recording Call Center Contact Center Software 59

Retently

MARCH 20, 2024

Key Takeaways CATI (Computer Assisted Telephone Interviewing) upgrades traditional phone surveys with modern technology, enabling multilingual support, better respondent management, and direct data entry into a structured database. This article breaks down the workings of CATI, showing you why it might be the solution you’re seeking.

Survey 78

Survey Data Analysis Software 78

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics?

Interaction 98

Interaction Analytics Call Center Contact Center 98

Uniphore

NOVEMBER 11, 2021

Faced with record-high contact center traffic, many organizations accelerated their digital transformations—and uncovered a wealth of untapped CX value. Today, conversational AI is helping businesses capitalize on every customer interaction across every channel. Download Now.

Banking 130

Banking Net Promoter Score Contact Center NPS 130

AWS Machine Learning

MARCH 29, 2024

In this post, we are focusing on the chat channel to show how to use Amazon Lex and the Amazon Lex Web UI to enable live agents to interact with your customers in real time. With Amazon Lex, you can implement an omnichannel strategy where customers engage via phone, websites, and messaging platforms.

Contact Center 91

Contact Center Chatbots Self Service Touchpoint 91

TechSee

MARCH 11, 2024

Understanding Conversational AI Conversational AI refers to technologies that users interact with through a natural, conversational interface, like chatbots or virtual agents. Simply put, Conversational AI enables businesses to harness innovations like Generative AI to automate or augment customer interactions.

Chatbots 124

Chatbots Self Service Culture Virtual Agent 124

NobelBiz

NOVEMBER 20, 2023

Its cloud-based architecture integrates effortlessly across desktops, laptops, and mobile devices, offering a level of flexibility that enhances communication management. By consolidating calls, voicemails, and recordings within a unified platform, it simplifies organizational efficiency.

System 103

System Communication Contact Center Self Service 103

BirdEye

DECEMBER 26, 2023

Your business’s success critically depends on customer experience, and ensuring quality in customer interactions immensely boosts the experience. VoIP services, in response, offer a solution by improving lead conversion rates, enhancing customer experience , and boosting business productivity and brand loyalty. What is a VoIP number?

Call Recording 111

Call Recording Video System Communication 111

AWS Machine Learning

NOVEMBER 17, 2023

Amazon Interactive Video Service (Amazon IVS) is a managed live streaming solution that is designed to provide a quick and straightforward setup to let you build interactive video experiences and handles interactive video content from ingestion to delivery. Some platforms require flexible moderation frequency control.

Video 87

Video Policies e-support System 87

NobelBiz

FEBRUARY 20, 2024

The foundation of these interactions lies in the robustness of their voice infrastructure. While finding a voice provider might seem straightforward, with almost every Contact Center as a Service (CCaaS) provider offering voice services alongside their software products, not all voice services are crafted equally.

Contact Center 105

Contact Center Call Center Self Service System 105

NobelBiz

APRIL 23, 2024

Traditional collection methods, such as persistent phone calls and letters, are making way for more nuanced, technology-driven, and customer-oriented strategies. This evolution reflects broader trends in consumer behavior, regulatory environments, and technological advancements.

Omni-Channel 52

Omni-Channel Contact Center Customer Centricity Technology 52

NobelBiz

FEBRUARY 13, 2024

Incorporating the appropriate software features is not just beneficial for call centers or other similar businesses, but rather necessary in order to enhance customer interactions. These features range from managing calls to analyzing customer data. This efficiency reduces idle time and increases overall contact rates.

Call Center 59

Call Center Self Service Software Contact Center 59

BirdEye

SEPTEMBER 15, 2023

12 ways to use AI in sales Leverage AI in sales with Birdeye FAQs about AI in sales Boost sales productivity with Birdeye What is AI in sales? Using AI in sales helps businesses manage administrative and non-consumer-facing tasks such as lead generation, lead scoring, categorization, and follow-ups. Why do we need AI in sales?

Sales 111

Sales Chatbots Trends Report 111

TechSee

MAY 23, 2023

Across sectors and around the world, enterprise leaders have been carefully managing expenses and streamlining processes. Automated visual flows as part of every service interaction will effectively and conveniently improve AHT, MTTR, and FCR. 2023 has been the year of efficiency. The service industry is no exception.

Contact Center 109

Contact Center Consulting Chatbots CRM 109

Blake Morgan

JANUARY 16, 2024

Hanson’s background in social psychology and her proven track record at Intuit, Facebook, and Wells Fargo make her more than just a designer. Hanson’s background in social psychology and her proven track record at Intuit, Facebook, and Wells Fargo make her more than just a designer.

Customer Experience 64

Customer Experience Banking Touchpoint Analytics 64

Eptica

APRIL 23, 2021

Date: Friday, April 23, 2021 Author: Pauline Ashenden - Demand Generation Manager The changing place of call recording in the contact centre. Our new blog explains five key areas where call recording best practice can help you achieve your business objectives. Published on: April 23, 2021. Share this page on: Tweet.

Call Recording 72

Call Recording ROI Innovation Customer Satisfaction 72

Eptica

SEPTEMBER 10, 2020

Date: Wednesday, September 9, 2020 Author: Trevor Davies, Head of Products, Enghouse Interactive 5 key trends that are impacting call recording in 2020. 19% of UK contact centres revealed that they were looking to update their call recording solutions. Published on: September 09, 2020. Share this page on: Tweet.

Call Recording 74

Call Recording Trends Analytics Technology 74

Inbenta

DECEMBER 21, 2023

Webinar recording available in English only. First Name * Last Name * Work Email Address * Country * United States Brasil Canada France Germany Japan Netherlands Spain United Kingdom Other Company Products Interested In Chatbot Messenger Search Knowledge Management Horizn Product Digital Demos What department do you work in?

Chatbots 52

Chatbots Contact Center Trends Communication 52