Omnicus

4 Keys To Delivering Outstanding Customer Service

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Customer service improves customer retention and boosts your bottom line. Here’s how to win the customer service game: Customer Service Customer Experience

The Impact of AI and the Empathy Economy on the Customer Service Experience

Omnicus

Why you should reinvent your organization to take advantage of the best of digital and human capabilities. Customer Service Customer Experience Artificial Intelligence

10 Funny Customer Experience Cartoons

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Lessons Learned Through Laughter. Customer Experience

6 Essential Qualities of the Best Customer Service Reps

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Acquire and retain more customers with an outstanding customer service team. Customer Experience Customer Service

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

Trends that Disrupted Customer Service in 2018

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Keeping up with trends that revolutionized the customer service industry. Customer Service Customer Experience

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Improving the Customer Experience with AI

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Source. Customer Experience

8 Reasons Not to Invest in Customer Experience

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A Contrarian’s Guide to Avoiding Innovation and Growth. Customer Experience

How You Can Implement AI to Enhance Your Customer Service Today

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What does AI look like in today’s customer service world? Customer Service Customer Experience Artificial Intelligence

5 Ways to Enhance the Customer Experience

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Read through this list of helpful tips on how to optimize any products and services to satisfy today’s consumers. Customer Experience

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4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

Customer Experience: Top Resources To Design the Best Strategy For Your Business

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Deliver the best CX with these tools and resources to acquire and retain more customers. Customer Experience

This is what you need to know about omnichannel customer support

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Create a seamless customer experience to boost your revenue. Customer Experience

Employee Morale: The Hidden Secret to a High NPS

Omnicus

Not sure how to increase your NPS? Check out your employee morale rate for a hint! Kids these days don’t understand the meaning of the word loyalty,” my grandfather would say as he boasted about how he worked for the same company doing the same job for over 30 years. Customer Experience

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First-time Response And First-time Resolution: What You Need To Know

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How to prioritize your channels to provide top-notch customer support. Customer Experience

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Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Speaker: Claire Beatty, Editorial Director - Asia, MIT Technology Review Insights

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

Think You're Cut Out for Customer Experience? Take This Quiz

Omnicus

Find out if you’re cut out for creating an amazing customer experience Follow this link and take our quiz. customer experience

4 Keys To Delivering Outstanding Customer Service

Omnicus

Customer service improves customer retention and boosts your bottom line. Here’s how to win the customer service game: Customer experience is surpassing price and product selection as the key brand differentiator that drives consumers’ purchasing decisions. In fact, 86% of customers are willing to pay more for a better shopping experience.

Free E-book: Improving the Customer Experience with AI

Omnicus

In the past, artificial intelligence has been portrayed as a dangerous and highly complex technology capable of overtaking humanity as a whole. A catalyst for fear, AI was negatively portrayed in a host of science fiction films, novels, and television shows.

8 Reasons Not to Invest in Customer Experience

Omnicus

A Contrarian’s Guide to Avoiding Innovation and Growth So you’ve heard about this thing called customer experience, and you don’t understand what all the fuss is about. You read a few articles, especially that time you were trapped in coach on a flight with your boss, and you wanted to impress him. You think, “Bah humbug, just another fad business-y catchphrase that will go out of style in a year. customer experience

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

These 3 Reasons Explain Why Omnichannel Sucks

Omnicus

Here’s why your omni-efforts are failing your business. Is the omni-experience a dying fad? Or will it eventually deliver on its promise of providing an all-in-one and flawless customer experience? The answer remains debatable. Despite the popularity of omnichannel, a 2018 survey by BRP Consulting showed that a measly 7% of retailers offer a comprehensive customer experience.

10 Funny Customer Experience Cartoons

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Lessons Learned Through Laughter Sometimes in the world of customer experience, we all just need to have a good laugh. Some situations can be frustrating, some downright ridiculous, and sometimes it goes so well it is actually surprising. Humor is a great way to ease tension, and there are plenty of cartoonists out there who capture the ups and downs of customer service perfectly. We hope you enjoy these as much as we do! customer experience

Customer Experience: Top Resources To Design the Best Strategy For Your Business

Omnicus

Deliver the best CX with these tools and resources to acquire and retain more customers. Customer experience (CX) is surpassing price and product selection as the key differentiating factor that affects consumers’ purchasing decisions. An outstanding CX can help increase customer acquisition, improve retention, cultivate advocacy, and boost profit.

First-time Response And First-time Resolution: What You Need To Know

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How to prioritize your channels to provide top-notch customer support. Introduction It’s no secret that customer service response time is an important part of any businesses success. A happy customer contributes to a happy business. But because customer support is spread across multiple channels, providing timely customer support is not always so simple.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Employee Morale: The Hidden Secret to a High NPS

Omnicus

Not sure how to increase your NPS? Check out your employee morale rate for a hint! Kids these days don’t understand the meaning of the word loyalty,” my grandfather would say as he boasted about how he worked for the same company doing the same job for over 30 years. Now, I’m not saying that working for the same company as a gardener for 30 years is a dream, but my grandfather isn’t wrong in what he’s saying: Today’s workforce is quick to jump ship. Customer Experience

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5 Ways to Enhance the Customer Experience

Omnicus

Read through this list of helpful tips on how to optimize any products and services to satisfy today’s consumers. As the digital economy deepens and grows more mature, customers are demanding more and more from businesses. They have seen what it’s like to interact with world-class organizations like Amazon, Facebook, and Spotify, to name just a few, and they have come to expect that level of service and expertise. customer experience

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Free e-book: The Customer Knows Best And So Do You

Omnicus

Customer service is changing. Today’s customer demands instant response times and accurate information. The use of A.I. like chatbots is starting to become the norm. A plethora of self-service options are also becoming the norm.

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Think You're Cut Out for Customer Experience? Take This Quiz

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Find out if you’re cut out for creating an amazing customer experience. Customer Experience

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

7 practical steps to build a data-driven CX program

Centriam Customer Experience Lab

Recent articles about customer experience (CX) have included statements as grandiose as: “Customer experience is the new brand.”- Forbes. Put customer experience at the heart of your operations.”- McKinsey. Customer experience is the key competitive differentiator.” - Wall Street Journal.

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The What. The So What. The Now What. From Customer Experience Data to Outcomes.

IntouchInsight

CX thought leader, Annette Franz, discusses the key components required to go from customer experience data to customer experience outcomes

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4 Reasons Your Customers Won’t Reach Out to Customer Service

GetFeedback

To relieve customers’ hard feelings about problems with some products or services, companies usually choose to improve the customer service skills of their agents. But does this work well?

How to Segment Your Customers to Grow Revenue

GetFeedback

While you can’t reach out to each customer individually, it’s nice when you can get as close as possible. The problem is that it’s challenging. You want to provide great customer experiences to every possible customer group, but that’s difficult to do, even with a relatively small organization.

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The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

How to Design Your Website for the Best Customer Experience

GetFeedback

With the rise of personalized customer servicing and user experience (UX) trends, customers are no longer satisfied with just a straightforward purchase.

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