NICE inContact

SEPTEMBER 11, 2018

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. As contact centers continue to become drivers of business growth, there are significant quantitative and qualitative results to consider.

Contact Center 120

Contact Center Virtual Agent Net Promoter Score Self Service 120

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Jim Iyoob, Chief Customer Officer at Etech Global Services.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Interactions

JUNE 24, 2021

So then the question becomes: With so many resources invested in customer experience, why is it still falling short for many brands? Taking a step back, we know that there are some things that brands are collectively doing right in customer experience. Imagine if we time travelled back to 2010. Agent optimization.

Self Service 71

Self Service Customer Experience Contact Center Poor Customer Service 71

NobelBiz

MAY 25, 2023

Understanding Customer Data Platforms (CDPs) Although similar tools existed in the past, the term Customer Data Platform was first used in 2010. It was meant to describe a marketing software that could build a single customer view (a collection of all of a customer’s data and events into one file).

Call Center 98

Call Center Software Data Contact Center 98

Kustomer

NOVEMBER 25, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Matt Dixon from Tethr to reinvent what it means to delight your customers. Delight typically means going above and beyond customer expectations, so what is there to reinvent?

Customer Service 98

Customer Service Effort Score Self Service Customers 98

Kustomer

MARCH 12, 2020

Matt talks about the strategies involved in delighting customers, how to train customer service reps, and what the ultimate effortless experience is. Why Delighting Customers Is a Controversial Topic. So, the article you’re referring to, we wrote this article back in 2010. Listen to the full podcast below.

Effort Score 52

Effort Score Self Service Customers Multi-Channel 52