Verint

SEPTEMBER 19, 2017

In my previous blog post , I discussed the rise to prominence of employee engagement in today’s contact center industry. As a reminder, 82 percent of participants in Saddletree Research’s recent survey of end-users ranked employee engagement as a highly important component of their contact center operational strategy.

Employee Engagement 32

Employee Engagement Engagement Contact Center Software 32

Eptica

MARCH 16, 2016

Date: Wednesday, March 16, 2016 The importance of emotion to successful customer experiences. Published on: March 16, 2016. Therefore build on your current measurement tools and see if you are asking about how customers feel as well as how they score you for traditional metrics such as speed and satisfaction.

Customer Experience 48

Customer Experience Contact Center Social Media Metrics 48

Eptica

AUGUST 26, 2016

Date: Friday, August 26, 2016 What do consumers want from brands today? Published on: August 26, 2016. Author: Derek Lewis Companies understand that meeting customer needs is central to business success. On the flipside, customers are prioritizing service over price. In the UKCSI 31.6% of those between 35-44 and 32.1%

Consumers 48

Consumers Brands Social Media Contact Center 48

Eptica

FEBRUARY 9, 2016

Date: Tuesday, February 9, 2016 Using email customer service to build emotional engagement. Published on: February 09, 2016. Author: Steve Nattress Email has been a mainstay of customer service since its inception , providing a digital alternative to the telephone for consumers. Share this page on: Tweet.

Self Service 48

Self Service Engagement Customer Service Social Media 48

Eptica

JULY 8, 2016

Date: Friday, July 8, 2016 Delivering what US consumers want. Published on: July 08, 2016. Author: Chris Eideh Knowing your customers is at the heart of designing and delivering the right experience to engage with them successfully. Share this page on: Tweet.

Consumers 50

Consumers Self Service Multi-Channel Financial 50

Tricia Morris

MAY 31, 2016

Brands must approach everything they do, but especially service and engagement, with a customer experience mentality. Notes Dennis Snow, a 20-year Disney veteran and author of Lessons from the Mouse , “If you operate a contact center, the technology has to be great, but it still is about the experience.

CRM 40

CRM Customer Experience Self Service Conference 40

Kustomer

OCTOBER 28, 2022

With this in mind, brands now realize that customer service is directly tied to their revenue, and are modernizing applications. How Can You Provide Differentiated Customer Service? By ignoring customer service, brands are missing out on market share and revenue. 1) Take a True Omnichannel Approach to Modernize Customer Service.

Customer Engagement 105

Customer Engagement Engagement Omni-Channel Customer Centricity 105

Verint

OCTOBER 24, 2017

After all, John’s issue was resolved and he didn’t need to call your contact center. An online community blends seamlessly into your existing self-service experience, and customers can search both knowledge articles and community posts when looking for assistance.

Self Service 30

Self Service Knowledge Base Contact Center eBook 30

Verint

JANUARY 22, 2018

Surveys can be targeted to specific groups, such as employees, premier customers, shareholders, suppliers and consumer panels. Successful businesses today are consumer driven and possess a deep understanding of customers that enables them to anticipate changes in preferences, behavior and brand loyalty. billion U.S.

Analytics 29

Analytics Survey Customer Satisfaction Feedback 29

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. Once again we had a great group of nominees, making the scoring difficult for the judges. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Eptica

JULY 1, 2016

Date: Friday, July 1, 2016 Building a Customer Engagement Hub. Published on: July 01, 2016. Author: Pauline Ashenden Delivering a seamless, high quality customer experience is extremely complex. Orchestrating this changing landscape requires a new approach.

Customer Engagement 50

Customer Engagement Engagement Contact Center Retail 50

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee joined Qualtrics when it acquired Temkin Group, a leading CX research and advisory firm. After leaving Forrester, Bruce founded the Temkin Group, a research and consulting firm. Aimee Lucas.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee joined Qualtrics when it acquired Temkin Group, a leading CX research and advisory firm. After leaving Forrester, Bruce founded the Temkin Group, a research and consulting firm. Aimee Lucas.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Eptica

DECEMBER 14, 2016

Date: Wednesday, December 14, 2016 Delivering the benefits of customer service outsourcing. Published on: December 14, 2016. Author: Dharmesh Ghedia Whether it is to add capacity in specific areas, helping expansion into new markets or bringing down costs, outsourcing is a central part of customer service.

Customer Service 48

Customer Service Contact Center Knowledge Base Guidelines 48

Pointillist

NOVEMBER 11, 2019

It is the only performance metric that “has an effect on almost every other meaningful statistic and measurement in the call center.” ” Today’s call centers must balance many priorities while maintaining an intense focus on customers. As McKinsey & Company explains : The contact center.

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74

Eptica

FEBRUARY 23, 2016

Date: Tuesday, February 23, 2016 Why it is time to focus on the customer service journey, not just the touchpoints. Published on: February 23, 2016. By sitting people together, it removes silos and ensures the focus is on the customer, not departmental boundaries. Share this page on: Tweet.

Touchpoint 48

Touchpoint Customer Service Social Media Contact Center 48

OpinionLab

AUGUST 29, 2017

For example, IVR and other contact center technologies, store/branch feedback and various other mechanisms help identify where your omnichannel approach is falling short. This group will inevitably make up an increasingly greater proportion of your customer base as time moves on so this is an extremely important point.

Omni-Channel 166

Omni-Channel Consumers How To Touchpoint 166

Natalie Petouhof

APRIL 8, 2016

Tweet NICE Systems announced that it has received four prestigious Stevie ® Awards for Sales & Customer Service. NICE won three Silver Stevie ® Awards in the Contact Center Solution New Version category for the following: NICE Engage Platform – The NICE Engage Platform provides comprehensive omni–channel interaction recording.

Omni-Channel 40

Omni-Channel Sales Customer Service Return on Investment 40

Avaya

OCTOBER 27, 2016

Earlier this month, the CFI Group, which issues the annual American Customer Satisfaction Index, issued the Contact Center Satisfaction Index (CCSI). Bottom line: The CCSI news isn’t good regarding contact centers’ ability to deliver an excellent experience.

Customer Experience 40

Customer Experience Self Service Contact Center Omni-Channel 40

Tricia Morris

AUGUST 21, 2015

The Right People Want and Need the Right Tools: In a recent Aberdeen survey, customer service agents said that having better technology tools was more important to them than getting paid more. Hire a happiness hero, customer champion or happiness engineer. (2) greater customer lifetime value. Ray” Wang. Discard the latter. (3)

CRM 40

CRM Customer Focused Self Service Conference 40