Natalie Petouhof

MARCH 3, 2016

Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. It is being held March 7-9th, 2016 in Orlando, Florida. Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event.

Omni-Channel 40

Omni-Channel Connections Contact Center Customer Experience 40

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Organizations relying on call center support were forced to transition to digital channels during lockdowns.

Trends 154

Trends Customer Service Chatbots Omni-Channel 154

ShepHyken

NOVEMBER 14, 2016

Each week I read a number of customer service articles from various online resources. ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. That stat probably applies to other social channels as well. My Comment: Here is some interesting info on customer support.

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48

Talkdesk

JULY 26, 2016

Omnichannel experiences are all the rage these days. From marketing to customer service to sales strategy, omnichannel is the latest, greatest buzzword. In this week’s installment of the customer experience weekly, we’ll be diving deep into omnichannel customer experience. Micah Solomon || Forbes.

Omni-Channel 40

Omni-Channel Tips Social Media Customer Expectations 40

Kayako

JANUARY 5, 2017

Customers value the quality of customer service as much as price and quality of products. According to an American Express study , “Americans will spend 9% more with companies that provide excellent service.” Recent trends in customer service show that companies can delight their customers while generating revenues.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

ijgolding

MARCH 22, 2017

Customer Experience (CX) strategy has become the key aspect for many businesses – more important than low-cost. In fact expectations of customer service are increasing every day. This has also changed the way customers interact and search for product information. “The cost of bad experience is around $ 80.00

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Omni-Channel Customer Experience Multi-Channel e-support 204

Uniphore

NOVEMBER 2, 2021

3 And it only takes one bad conversation with a customer going viral to reach thousands of existing and potential new customers. In fact, bad customer service impacts customer retention more than good customer service. Every hour, there are more than 100 million conversations about brands.

Omni-Channel 100

Omni-Channel Video Contact Center Sales 100

Vonage

AUGUST 7, 2017

“Customer service—now that’s a dying art.” I’m just not convinced that customer service is in particularly bad shape compared to how it was in the gauzy, dimly-remembered past. In fact, objectively speaking, customer service and the customer experience are in many ways better than they used to be.

Customer Service 240

Customer Service How To Omni-Channel eBook 240

ShepHyken

DECEMBER 12, 2016

Each week I read a number of customer service articles from various online resources. You’ll find good information, some stats and facts and insights from some of the top customer service and experience experts in the industry. 20 Positive Phrases for Customer Service Success: Part 1 by Conversational.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

ShepHyken

JUNE 13, 2016

Each week I read a number of customer service articles from various online resources. How Twitter’s Recent Changes Affect Customer Service by Dan Gingiss. My Comment: Twitter has become an important customer service channel. Converstional) How important is customer service to your business?

Omni-Channel 48

Omni-Channel Self Service Customer Service Infographics 48

Esteban Kolsky

OCTOBER 21, 2015

And getting your speaker submissions done for conferences in 2016. And because we changed the dates for the Customer Service Experience conference next year to May 23-26 (and the city to DC instead of New York City) we are calling for speakers to summit ther ideas now. Multi-channel. Omni-channel.

Omni-Channel 60

Omni-Channel Customer Service Multi-Channel Conference 60

ShepHyken

JULY 25, 2016

Each week I read a number of customer service articles from various online resources. The omni-channel strategy for customer service part 1: email by Heerd. My Comment: Email is still a viable way to communicate with customers. The 27 Best Customer Service Books by Mathew Patterson.

Omni-Channel 48

Omni-Channel Customer Service B2C eBook 48

CSM Magazine

JUNE 20, 2016

The trends and challenges impacting contact centre people, processes and technology, illustrated with case studies and in-depth Interviews with customer service leaders. We have come a long way within the customer service industry since Automatic Call Distributor (ACD) technology in the 1960s.

Omni-Channel 40

Omni-Channel Exceptional Customer Service Self Service Customer Service 40

Bold360

MARCH 9, 2017

But with savvy and discerning consumers, it isn’t enough to simply offer features of self-service– your business needs to remain at the forefront of the digital self-service revolution with an omni-channel strategy and a seamless approach to the customer experience. Self-Service for the Win.

Omni-Channel 65

Omni-Channel Self Service Consumers Connections 65

Martin Hill-Wilson

JANUARY 29, 2016

Smartphone addicted customers increasingly use their ‘third hand’ for all engagement touch points including customer service. Visual IVR becomes the GUI of choice: delivering omni-channel fluency together with an infinitely more intuitive way of engaging with service options, relative to its audio equivalent.

Omni-Channel 40

Omni-Channel Roadmap Self Service Customer Journeys 40

BlueOcean

FEBRUARY 14, 2018

Way back in the good old days of the early 2010s… It seems like a lifetime ago that we were asking ourselves how to handle customers in such a public forum. And asking who really owned the channel anyway – was it marketing? Or was it customer service? Customer interactions are growing more complex.

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

Lumoa

JUNE 23, 2021

Did you know that American businesses risk losing a whopping $494 billion in revenue from poor customer care? In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service.

Trends 208

Trends Self Service Contact Center Omni-Channel 208

ShepHyken

MARCH 10, 2017

This week on our Friends on Friday guest blog post my colleague, Steven Macdonald, shares the results of a study examining how companies around the world respond to customer service requests. The results from the study revealed an alarming picture of how companies ignore some of the most fundamental best practices in customer service.

Omni-Channel 88

Omni-Channel Customer Service Study Social Media 88

Joe Rawlinson

JUNE 1, 2016

Google developers recommend you design the look of your site to make it easy for mobile customers to complete common tasks, such as browsing through products and making a purchase. Omni-Channel Support Options. Texting and social media have conditioned customers to expect instant communication. billion in 2016.

Omni-Channel 60

Omni-Channel Customer Expectations Meeting Multi-Channel 60

Eptica

JULY 20, 2016

Date: Wednesday, July 20, 2016 What do millennials expect from customer service? Published on: July 20, 2016. Author: Guest author: Chloe Hacquard We hear a lot about the impact of millennials on customer service, and how they are driving change in customer service. Two strikes.

Omni-Channel 48

Omni-Channel Self Service Customer Service Social Media 48

Win the Customer

DECEMBER 15, 2015

According to research by Gartner, 89 percent of executives are betting on customer experience as their primary mode of competition before the end of 2016. We want our personalized customer service to encompass a wide variety of platforms from social media to mobile while still being easy to use with lightning-fast responses.

Omni-Channel 52

Omni-Channel Virtual Call Center Customer Experience Self Service 52

Joe Rawlinson

MAY 31, 2017

Immediately respond to emails, tweets or phone calls with omni-channel support to provide seamless engagement. The more you can focus on being an advocate for your customers’ needs, the more likely they are to trust your company and return for more.

Customer Retention 98

Customer Retention Omni-Channel Strategy CRM 98

Storyminers

MAY 16, 2016

[Originally published on APADMI Apr 20, 2016 – Advice & Guides, Blog as:]. our research has revealed that not all retailers are using each channel to full effect and mobile apps are not up to scratch or consistent with the experience shoppers may have on the retailer’s website or in-store. Looking at the future of retail?

Retail 113

Retail Omni-Channel Ecommerce Multi-Channel 113

Kustomer

MAY 14, 2020

With Reply, Kustomer will now offer enhanced chatbot and deflection capabilities through its customer service platform. Reply leverages artificial intelligence and machine learning models to improve agent efficiency through self-service chatbot and deflection capabilities. About Kustomer.

Self Service 94

Self Service Company Chatbots Technology 94

Calabrio

JUNE 9, 2016

At Calabrio, we like to stay ahead of the curve so we can meet our customers where they want to be tomorrow, instead of where they were yesterday. One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry.

Contact Center 100

Contact Center Report Banking eBook 100

Natalie Petouhof

APRIL 4, 2016

Tweet After attending the SAP Hybris IOT/ CRM event, I was very impressed to see a vendor really connect the dots between commerce and customer service and customer experience. At the end of the day, if the customer experience is poor, customers will abandon shopping carts and revenue will suffer.

Omni-Channel 40

Omni-Channel CRM B2C B2B 40

Vonage

SEPTEMBER 20, 2016

Customer service reps need to understand their customers’ ‘baggage,’” says Jonathan Gale, NewVoiceMedia CEO. Baggage is the preconception that a caller brings to a customer service inquiry. “With the emphasis on customer service (and retention!) Want a better way to get closer to your customers?

Omni-Channel 120

Omni-Channel Self Service Infographics Poor Customer Service 120

Natalie Petouhof

FEBRUARY 21, 2016

Are you using IoT to create great, new customer experiences. Has the move to the cloud made your customer service more agile and the customer’s experience much better? IoT and creating awesome Customer Experiences. IoT and creating awesome Customer Service (Field Service).

Omni-Channel 40

Omni-Channel Customer Experience Customer Service Innovation 40

Customer Interactions

JUNE 21, 2016

Featuring Lauren Teague on Convinceandconvert.com talking about getting ahead of this year’s social media trends; Marketo.com with a great blog on 3 trends that will drive digital transformation; The great Ted Rubin with his “Good Marketing + Great Customer Service = Omni-Channel Success;” and more.

Omni-Channel 31

Omni-Channel Marketing Social Media Trends 31

CSM Magazine

JULY 28, 2015

However, as the end consumer becomes increasingly mobile, equipped with smarter devices and, most importantly, higher customer service expectations, corporate America needs to address how best to service this new customer. new jobs in the IT / BPO sector by 2016. On-Hold Omni-Channel Selection.

Call Center 40

Call Center Omni-Channel Customer Service Call Flow 40

Eptica

FEBRUARY 2, 2016

Date: Wednesday, February 3, 2016 Making the change from call center to contact center. Published on: February 03, 2016. Author: Laurence Chami 20 years ago customer service existed in a world dominated by voice , hence the widespread reliance on call centers to manage customer service interactions.

Omni-Channel 48

Omni-Channel Contact Center Call Center Self Service 48

Kustomer

OCTOBER 28, 2022

Modern customer service looks very different from prior decades. Customers gravitate toward brands that have differentiated customer service, leaving those that don’t in the dust. With this in mind, brands now realize that customer service is directly tied to their revenue, and are modernizing applications.

Customer Engagement 105

Customer Engagement Engagement Omni-Channel Customer Centricity 105

Eptica

JULY 15, 2016

Date: Friday, July 15, 2016 How to embrace change and become a customer-adaptive enterprise. Published on: July 15, 2016. Access to historic customer information, contextual and predictive capabilities and Voice of the Customer programs are all important.

Omni-Channel 48

Omni-Channel Multi-Channel How To Contact Center 48

Vonage

OCTOBER 2, 2017

“Customer service—now that’s a dying art.” I'm just not convinced that customer service is in particularly bad shape compared to how it was in the gauzy, dimly-remembered past. In fact, objectively speaking, customer service and the customer experience are in many ways better than they used to be.

Customer Service 120

Customer Service Omni-Channel How To eBook 120

NICE inContact

FEBRUARY 29, 2016

One of our recently announced contracts with a large national digital healthcare company offers an excellent example of how our software enables improved business outcomes for our customers. The majority of these caregivers will work remotely from their own offices for care centers in this revolutionary protocol for disease management.

Contact Center 120

Contact Center Omni-Channel e-support Social Media 120

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

Retently

MARCH 18, 2019

Tesla’s customer retention shows what an impact that huge NPS score has. Tesla was actually no #1 in the 2016 Annual Owner Satisfaction Survey. The records of customer complaints are persistently stored in Amazon’s centralized database, and can be accessed conveniently by any customer service executive.

Net Promoter Score 133

Net Promoter Score Omni-Channel Company NPS 133