Bold360

JUNE 26, 2019

Thanks to those customers, B old360 was just named a 2019 Top Rated Live Chat and Social Media Customer Service by TrustRadius. Bold360 has won a Top Rated award for both live chat software and social media customer service software,” said Megan Headley, VP of Research at TrustRadius. scoring criteria. .

Social Media 61

Social Media Customer Service B2B Software 61

CX Accelerator

DECEMBER 31, 2018

Below are practical recommendations from several of the best minds in Customer Service (myself excluded) to help you develop your best culture in 2019! Mary generally has good schedule adherence, time management, and can be trusted to stay on task and get stuff done. May 2019 be the year of authentic culture for all of us!

Culture 244

Culture Contact Center Leadership Employee Engagement 244

Kitewheel

AUGUST 10, 2020

The rise of social media has opened up a powerful channel for companies to engage with customers. The data that customers provide and generate on social media is plentiful and rich but it can be difficult to know which strategies to use in the social media space. The Benefits of Paid Social Media.

Social Media 52

Social Media Customer Journeys Advertising Brands 52

Helen Dewdney

APRIL 29, 2019

What company CEOs are on social media? Most CEOs aren’t on social media. But at a time when social media plays such a huge part in many people’s lives this can be very short sighted. — Greg Jackson (@g__j) February 20, 2019. — Greg Jackson (@g__j) March 4, 2019.

Social Media 56

Social Media Case Study Consumers Course 56

Lithium

SEPTEMBER 26, 2019

The honeymoon phase between consumers and social media is over. People are no longer wowed by the “newness” of social media or content with brands simply being present on their favorite platforms. In fact, a Marketing Land article found that people are growing more skeptical of businesses on social media.

Social Media 40

Social Media Brands Consumers Video 40

Lithium

SEPTEMBER 26, 2019

The honeymoon phase between consumers and social media is over. People are no longer wowed by the “newness” of social media or content with brands simply being present on their favorite platforms. In fact, a Marketing Land article found that people are growing more skeptical of businesses on social media.

Social Media 40

Social Media Brands Consumers Video 40

Lithium

SEPTEMBER 26, 2019

The honeymoon phase between consumers and social media is over. People are no longer wowed by the “newness” of social media or content with brands simply being present on their favorite platforms. In fact, a Marketing Land article found that people are growing more skeptical of businesses on social media.

Social Media 40

Social Media Brands Consumers Video 40

Beyond Philosophy

APRIL 9, 2021

Let’s imagine that you’re an account manager with 200 customers. We discussed Dunbar’s number and limitations of managing groups of people on a recent podcast. Learning about the way people process social information can potentially lead to more efficient interactions within organizations.

Management 156

Management Social Media Groups Call Center 156

NICE inContact

AUGUST 23, 2019

While both generations have commonalities, it’s important to recognize the differences and how to cater your performance management strategy to their unique needs and preferences. In fact, 91% of Gen-Z said technology use in the workplace would influence job choice among similar employment offers ( CMO , 2019).

Contact Center 137

Contact Center Gamification Management Social Media 137

NICE inContact

AUGUST 23, 2019

While both generations have commonalities, it’s important to recognize the differences and how to cater your performance management strategy to their unique needs and preferences. In fact, 91% of Gen-Z said technology use in the workplace would influence job choice among similar employment offers ( CMO , 2019).

Contact Center 136

Contact Center Gamification Management Social Media 136

TechSee

DECEMBER 11, 2018

2019 will be a critical year for call center customer experience strategy: either they will finally move the needle or risk elimination. To deliver value in 2019, call center leaders must select a CX initiative that can immediately demonstrate ROI. AI can also assist with overall operations, such as managing contact center traffic.

Call Center 182

Call Center Omni-Channel Self Service Strategy 182

Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Published on: December 11, 2019. And what better way of doing this than exploring the 2019-20 Contact Babel UK Contact Centre Decision-Makers’ Guide , sponsored by Enghouse Interactive.

Self Service 75

Self Service Customer Service Social Media NPS 75

NICE inContact

OCTOBER 18, 2019

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. Not only that, but we’re a first-time Visionary in the 2019 Magic Quadrant for Contact Center as a Service, Western Europe—recognized with the furthest position in the Completeness of Vision dimension.

Contact Center 120

Contact Center Self Service Omni-Channel Call Center 120

Uniphore

JULY 21, 2021

According to Gartner, customer service leaders should focus on these seven knowledge management best practices for improved customer service. That’s simply too much time and a large portion of the blame lies with poor knowledge base management. See where your contact center makes its mark or could use a little improvement.

Self Service 130

Self Service Customer Service Management Knowledge Base 130

NetBase

DECEMBER 7, 2018

At last month’s Social Media Week London event, marketing agility was the topic of a panel moderated by NetBase VP EMEA, Michael (MJ) Paradiso. Thomas Curwen , Global Analytics Manager, Huawei. Charlie Marples , Social Media Insights Manager, Lloyds Banking Group. Silos and Reporting Backwards Are Out. .

Social Media 56

Social Media Banking Groups Analytics 56

Lithium

DECEMBER 28, 2020

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Moderation and spam management. Editor’s note: Part one can be found here. Khoros Communities.

Omni-Channel 52

Omni-Channel Engagement Social Media Roadmap 52

Alliance by IFS

NOVEMBER 15, 2018

In this new video interview, Field Service News sits down with Astea’s Managing Director – EMEA John Hunt to explore the key trends for service-centric manufacturers as we head into 2019. As we prepare for 2019, there are a few key trends that stand out among service-centric manufacturers.

Trends 77

Trends Video Social Media Software 77

ReviewTrackers

MAY 5, 2020

Restaurant reputation management can mean the difference between a packed house or a slow Friday night with empty tables and no one on the waitlist. Utilize social media platforms. Utilize Social Media. You also need to engage with them through social media channels. Monitor and respond to reviews.

Social Media 110

Social Media Management Consumers ROI 110

Alliance by IFS

AUGUST 13, 2019

HORSHAM, PA (August 15, 2019) — Astea International Inc., a leading global provider of field service management and mobility solutions , announced today that it has been named a Top Performer in the Field Service Management (FSM) Software category for the Summer 2019 Customer Success Report published by FeaturedCustomers.

Software 88

Software Report Customer Success Case Study 88

TechSee

FEBRUARY 19, 2019

As the biggest mobile trade show of the year, MWC Barcelona 2019 is an event not to be missed. MWC Barcelona 2019 Self-Service Sessions not to be missed. Powering next-gen payments with advanced fraud and risk management, behavioral biometrics and digital tokens. The vital importance of device management. In a nutshell.

Self Service 95

Self Service Innovation Telecommunications Consumers 95

ShepHyken

DECEMBER 30, 2019

Using Social Media to Connect with Your Most Loyal Customers by Michael A. Create a better experience for them on social media. Several professors contributed to this short, but insightful, article about how to leverage social media in a way that drives higher revenue per customer.

Customer Service 111

Customer Service Self Service Social Media Customer Centricity 111

Eptica

APRIL 12, 2019

Date: Friday, April 12, 2019 Author: Pauline Ashenden - Marketing Manager Analyzing CX sentiment in 2019. Published on: April 12, 2019. This echoes our own recent Eptica Digital CX Study which found that top brands could now answer 69% of questions asked on the web, email and social media, up 10% from 2017.

Conference 76

Conference Self Service Fashion Ecommerce 76

ReviewTrackers

APRIL 15, 2019

Restaurant reputation management can mean the difference between a packed house or a slow Friday night with empty tables and no one on the waitlist. Utilize social media platforms. Utilize Social Media. You also need to engage with them through social media channels. Monitor and respond to reviews.

Management 90

Management Social Media Consumers ROI 90

SurveySparrow

JULY 17, 2019

More than half of these burning issues that you are running after are from the lack of proper customer experience management system in place. Worry not, where humans can’t help, a customer experience management software can! Customer Experience Management Software #1 SurveySparrow. The feedback system gets sidelined.

Customer Experience Management 55

Customer Experience Management Software Customer Experience Management 55

ShepHyken

SEPTEMBER 23, 2019

billion in 2019 — a 44% increase over 2018. Content marketing, social media, customer feedback, customer support, and training and analytics… These aren’t just buzz words. The post 5 Top Customer Service Articles for the Week of September 23, 2019 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Journeys 100

Customer Journeys Customer Service B2B Social Media 100

Comm100

JUNE 15, 2022

With a chatbot now handling the vast majority of these questions, this is no longer an issue and our agents feel more engaged and fulfilled in their roles.” – Denny Michaud, Customer Relations Manager at Canadian Blood Services. Read more: Canadian Blood Services Improves Customer & Agent Experience with Comm100 AI Chatbot.

Chatbots 206

Chatbots Industry Customer Service Wait Times 206

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Moderation and spam management. Editor’s note: Part one can be found here. Khoros Communities.

Omni-Channel 40

Omni-Channel Engagement Social Media Roadmap 40

Lithium

SEPTEMBER 13, 2019

Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Moderation and spam management. Editor’s note: Part one can be found here. Khoros Communities.

Omni-Channel 40

Omni-Channel Engagement Social Media Roadmap 40

Eptica

JANUARY 16, 2019

Date: Wednesday, January 16, 2019 Author: Olivier Njamfa - CEO & Co-Founder Why 2019 is all about trust for brands and consumers. Published on: January 16, 2019. Author: Olivier Njamfa - CEO & Co-Founder As we move into 2019, businesses are having to cope with unprecedented uncertainty.

Consumers 71

Consumers Brands Social Media Measurement 71

Eptica

JANUARY 23, 2019

Date: Wednesday, January 23, 2019 Author: Pascal Gauvrit - CTO 4 reasons email is on the rise in 2019. Published on: January 23, 2019. Author: Pascal Gauvrit - CTO In an era dominated by social media and smartphones, it is easy to write email off as yesterday’s channel when it comes to customer service.

Social Media 62

Social Media Consumers Knowledge Base Customer Satisfaction 62

iPerceptions

APRIL 11, 2019

From content generation, social media management, even managing the Customer Experience , to name a few – it is easy to feel overwhelmed. It seems more and more is being asked of Marketers nowadays.

Technology 90

Technology Marketing Social Media Management 90

Lithium

DECEMBER 28, 2020

So, what caused 500+ busy executives and managers from brands including USAA, Google, and Facebook to fly into Austin? Paid and organic social media are better together. Paid social media is vital for getting your products in front of your prospects and customers today.

Engagement 52

Engagement Social Media ROI Multi-Channel 52

Comm100

AUGUST 5, 2020

Angry customers can even turn to social media to flame brands, harming the company’s image and impacting your bottom line. Some managers will turn up the heat on their agents, enforcing strict targets and service level agreements (SLA) on handling time to keep conversations short. What not to do. Automated agent scheduling .

Wait Times 130

Wait Times Tips Customer Service Omni-Channel 130

GetFeedback

DECEMBER 16, 2019

When it comes to training your staff on best practices, be sure to have a project management system to ensure everyone stays up to speed. For internal project management , I like to use a tool like Monday to manage my team and assign out training and various tasks. . Moral of the story? Don’t assume anything. There are 2.77

Feedback 195

Feedback Industry Social Media Wait Times 195

ShepHyken

MARCH 11, 2019

My Comment: What do you do when a customer’s complaint gets escalated to a level beyond support or a social thrashing on a social media channel. The main concerns of business owners, managers and economists were generally about profits, supply and demand, efficiency, productivity and such like.

Customer Service 101

Customer Service e-support Guidelines Social Media 101

Lithium

OCTOBER 9, 2019

Social media is a rapidly evolving business channel that can be hard for brands to keep up with. To assist B2C marketers in this, Forrester has completed The Forrester Wave TM : Social Suites, Q4 2019, in which Khoros was named a Strong Performer and performed better than or as well as the competition on 90% of the criteria evaluated.

Social Media 40

Social Media B2C ROI Report 40

Lithium

OCTOBER 9, 2019

Social media is a rapidly evolving business channel that can be hard for brands to keep up with. To assist B2C marketers in this, Forrester has completed The Forrester Wave TM : Social Suites, Q4 2019, in which Khoros was named a Strong Performer and performed better than or as well as the competition on 90% of the criteria evaluated.

Social Media 40

Social Media B2C ROI Report 40