ShepHyken

APRIL 22, 2024

4 Tips for Championing Contact Center Innovation from an Award-Winning Customer Experience Leader by Jay Patel (CIO) The human experience is tied to the tangible results a company sees, such as increased customer loyalty, higher employee retention, and overall business performance.

Customer Service 81

Customer Service Self Service Tips Contact Center 81

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service. Among its standout features is the Preview Dialer.

Call Center 59

Call Center Self Service Software Contact Center 59

Uniphore

NOVEMBER 16, 2021

Traditional banks did amazingly well in playing catch-up on digital transformation, but they didn’t necessarily perform as well when responding to the overwhelming volume of ensuing contact center interactions. Banking contact center interactions are expected to remain elevated through 2024.

Banking 130

Banking Net Promoter Score Contact Center eBook 130

SurveySensum

NOVEMBER 9, 2023

In any organization, the leading factor for the quality of the customer experience is the employee. If you want to elevate CX in 2024, you need to build a customer-centric culture and properly manage your employees. Creating an amazing customer experience relies mostly on the work of your employees.

Management 52

Management Customer Experience Feedback Employee Experience 52

ClearAction

MARCH 22, 2024

Controlling Touchpoints Model for CX is a Team Sport CX is a Team Sport surfaced as the theme from the 2024 Customer Experience West Conference in British Columbia, Canada. “ Fragmented functional leadership, customer data, engagement channels, systems, operations, and revenue teams.” ” Why? ” (silos!)

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

Horizon CX

FEBRUARY 29, 2024

While efficiency and productivity are undoubtedly essential, businesses must not forget the importance of treating customers with genuine kindness and respect. Lastly, let’s consider what steps organizations might take to get beyond perfunctory performance to meet and or exceed customer expectations.

Culture 130

Culture Customer Centricity Customer Satisfaction Loyalty 130

ShepHyken

NOVEMBER 6, 2023

This excellent article includes commentary from some customer service and CX experts (myself included) and reinforces that this tool, while a good option, sometimes has room to improve. How to Boost Customer Loyalty in a Tough Economy by Ricardo Gulko (Eglobalis) Economic forecasts are subdued for 2024.

Self Service 68

Self Service Customer Service Contact Center Loyalty 68