InMoment XI

OCTOBER 5, 2023

Improve Contact Center Experience Step #2: Explore Customer Issues to Create Self-Serve Content Utilizing customer feedback to guide them toward solutions is a valuable practice, but it’s only one part of the equation.

Contact Center 486

Contact Center Self Service How To Call Center 486

BlueOcean

MARCH 14, 2024

Are you well positioned to integrate AI into your customer care? What does it really look like to source a strategic partnership with an outsourced customer care provider? But outsourcing your customer care partner isn’t a common procurement event. Do you have to scale for rapid growth or seasonal volume?

Contact Center 177

Contact Center Resources Hospitality Customer Care 177

BlueOcean

MARCH 14, 2024

Are you well positioned to integrate AI into your customer care? What does it really look like to source a strategic partnership with an outsourced customer care provider? But outsourcing your customer care partner isn’t a common procurement event. Do you have to scale for rapid growth or seasonal volume?

Contact Center 156

Contact Center Resources Hospitality Customer Care 156

NetBase

MAY 23, 2019

When we talk about customer care, we now know we’re talking about the entire customer experience – not just isolated moments in-store, or when things go wrong. How does social listening impact customer care in one of the most experiential categories – i.e., Travel & Hospitality? Here are some ways!

Travel 56

Travel Customer Care Hotels Touchpoint 56

NetBase

FEBRUARY 13, 2019

Technology is all about making our lives and jobs easier – and social analytics software certainly does that for brands. Here’s more about AI analytics and what to look for in AI-boosted social analytics tools. Your analytics must be reliably accurate, or how can you trust any strategy based on them?

Analytics 69

Analytics Analysis Tools Consumers 69

InMoment XI

FEBRUARY 8, 2023

Most businesses are organized into silos: marketing, sales, operations, customer care, HR, IT, finance, etc. But customer experience is a ribbon that cuts across these silos, and an effective CX program ensures that hand-offs between silos are clean and that no facet of the customer experience falls into the cracks.

Sports 295

Sports Financial ROI Leadership 295

CustomerSuccessBox

APRIL 19, 2022

Businesses are realizing the power of customer journey mapping to monitor customer experience performance and identify opportunities for improvement. Customer journey analytics is enabling access to tap into the customer behavior across touchpoints and over time to measure the impact of customer behavior on business outcomes.

Customer Journeys 52

Customer Journeys Metrics Analytics Touchpoint 52

InMoment XI

SEPTEMBER 28, 2021

Every company executive will agree that having loyal customers is a key to business success. But what are executives really doing to encourage customer loyalty? Most businesses will point to their customer care training or customer relationship management (CRM) system and count on these tools to build loyalty.

Loyalty 519

Loyalty Tips Feedback Advertising 519

NetBase

DECEMBER 13, 2019

Brands reaching these media-connected consumers have advanced social analytics informing strategic outreach decisions. Customer Experience is Everything. Brands need to have a firm grasp of customer experience analytics to be successful these days. How do you know if your current and potential customers care?

Analytics 52

Analytics Consumers Connections Advertising 52

Pointillist

MARCH 20, 2020

Over the past few years, CX leaders have adopted customer journey analytics to connect the dots between customer behavior and the KPIs by which businesses are measured. Leveraging these solutions enables you to aggregate, analyze and act on customer journey data to improve customer experiences and achieve business outcomes.

Customer Journeys 70

Customer Journeys Analytics Examples Self Service 70

NetBase

SEPTEMBER 26, 2019

Social analytics are immensely valuable to any business, but making the business case for it can be challenging. Our latest report, Making the Business Case for Social Analytics , answers these questions and more. Competitive advantages/savings social analytics creates. Customer care savings. Why people are buying.

Analytics 40

Analytics Competitive Advantage ROI Entertainment 40

NetBase

OCTOBER 31, 2018

Learning from other brands is a huge benefit of social analytics. Starting with social listening to understand topics of concern, UK brand Post Office uses NetBase in conjunction with their customer care tool, Lithium, to spot important customer posts. Don’t be afraid to reach out for a customized demo!

Analytics 59

Analytics Social Media Analysis Tools 59

NetBase

SEPTEMBER 17, 2019

The social analytics story of Wendy’s breakfast expansion hasn’t been written yet, and we have ideas to help them along. But the folks at Taco Bell are social media analytics pros, so Live Pulses are second nature. Customer care excellence. Social Analytics for Everything. Will its efforts be successful?

Analytics 45

Analytics Social Media Consumers Resources 45

BlueOcean

JANUARY 23, 2024

However, returning to the “per agent hour” (or sometimes “per minute” or “per transaction”) investment in a customer care outsourcer, every factor is already included. Each of those elements adds up quickly in terms of cost. Price per seat quickly adds up.

Contact Center 156

Contact Center Contact Center Software Employee Engagement Call Recording 156

BlueOcean

AUGUST 9, 2021

Simply request pricing for our outsourced customer care solution. Contact Center Data Analytics. 84% of contact centers around the globe already have some capability in data analytics as it relates to the customer experience, particularly in the realm of data collection. Cloud-Based Contact Center Technologies.

Contact Center 156

Contact Center Technology Self Service Analytics 156

Kayako

MAY 13, 2022

Are you ready to provide fast and responsive customer care? Build a Help Center so easy to use, it becomes your customers’ go-to. What Is Customer Self-Service? Customer self-service is exactly what it sounds like – making it easy for customers to help themselves. Discover Kayako Self Service.

Self Service 275

Self Service Knowledge Base e-support Policies 275

CSM Magazine

MARCH 20, 2024

The firm collaborates with over 50 industry-leading contact centers, specializing in bespoke, technology-driven, CX-centric customer service solutions, ensuring an ideal partnership for any company, regardless of its size or sector, looking to outsource customer care.

Customer Experience 52

Customer Experience Contact Center Competitive Advantage Exceptional Customer Service 52

Interactions

NOVEMBER 8, 2022

This increases both time and effort for the customer and agent, provides a poor experience, and is more costly for the business. . It improves analytics . Watch this space because on Thursday, November 10, 2022, we announce the #1 tool for ensuring compliance for customer-care centers. . There is much more to share!

Contact Center 116

Contact Center Policies Analytics Call Center 116

COPC

JUNE 9, 2023

This webinar provides a framework for using the multiple types of AI needed to operate the future of customer experience (CX). examine the differences between generative and analytical AI, focusing on the importance of good data and its role in delivering exceptional CX. Nexcom A/S and COPC Inc.

Industry 114

Industry Customer Experience Analytics Training 114

NetBase

MAY 14, 2019

And we see many of these brands consistently clearing that hurdle thanks to customer experience (CX) analytics informed by Next Generation Artificial Intelligence (AI). Help them stay on top of the great content you provide by creating consistent posting schedules informed by your analytics. Here’s how you can join their ranks!

Analytics 43

Analytics Consumers Effort Score Comparison 43

NetBase

NOVEMBER 30, 2018

It’s not easy deciding which of the many social analytics tools out there is best for your brand. Here are the top ten reasons our customers shared for switching to NetBase from other brands. With so much riding on what customers are saying about your brand, you need high quality data for decision-making.

Social Media 40

Social Media Analytics Analysis Tools 40

CSM Magazine

SEPTEMBER 14, 2023

certification across delivery centers and geographies) CX Impacts Business Research shows companies have made progress on the level of customer care provided, but brands still must do better. Customers are seeking out faster, simpler transactions, more consistency across channels, and easier access to live support.

Consumers 59

Consumers Self Service Multi-Channel Ecommerce 59

NetBase

JULY 3, 2019

We’re here to help with nine niche audiences that social analytics reveals for brands and agencies – an ‘off the beaten path’ collection to inspire exploration, ideation, and (very likely) category domination! Every day’s a holiday with social analytics – particularly when it’s powered by Next Generation AI. Let’s check ‘em out!

Analytics 49

Analytics Brands Trends Ecommerce 49

Customer Interactions

JULY 7, 2015

I love SpeechTek – what a great opportunity to meet up with peers doing amazing things with analytics from all over the country and from so many different industries. And amidst all this diversity – we all have one common thread: we do great things for our customers and companies with analytics.

Analytics 28

Analytics Customer Care Healthcare Meeting 28

Think Customers

JULY 14, 2015

Senior executives and other knowledge workers who use analytics tools against a wide range of data sources can gain deeper insights into customer behaviors and preferences as well as operational and market trends - and not simply rely on their gut instincts for decision making. And for good reasons. 1to1Media.com/weblog.

Contact Center 40

Contact Center Analytics Trends Customer Satisfaction 40

Interactions

JUNE 22, 2023

Customer Needs and Preferences To cultivate a customer-centric culture, companies should invest in understanding their customers’ needs and preferences. This includes utilizing data analytics, customer surveys, and feedback to tailor products, services, and communication channels to customers’ unique requirements.

Customer Centricity 62

Customer Centricity Culture Strategy Touchpoint 62

Horizon CX

JUNE 27, 2023

Imagine a scenario where a company’s marketing campaigns project an image of exceptional quality and superior customer care. However, when customers interact with the company’s representatives or use their products or services, the experience falls short of the promised brand perception.

Customer Experience 130

Customer Experience Customer Centricity Culture Brands 130

SurveySensum

MARCH 20, 2024

For seasoned professionals, the tool comes with advanced features such as advanced text analytics software, analytical dashboards, cross-tab analysis, real-time ticketing system (for closed loop), ease of DIY, better visualization, and more. It includes great integration like HubSpot, MailChimp, Salesforce, Google Analytics, and more.

Customer Experience Management 52

Customer Experience Management Software Company Customer Experience 52

COPC

APRIL 1, 2024

Customer-facing technologies encompass a range of AI-powered tools for direct customer interaction. Operational efficiency technologies extend to applications that provide real-time analytics, prompts, and AI-driven tools for insights and reporting. This level of personalization ensures that customers feel understood and valued.

Customer Experience 89

Customer Experience Contact Center Gamification Chatbots 89

Storyminers

JUNE 3, 2022

Predictive analytics (using past behavior to guesstimate future behavior, then serve up interesting options) will get attention. Brands that employ predictive analytics to serve their customers will leap ahead of those that adopt the technology just to sell more. 2016 Answer.

Trends 147

Trends Customer Experience Wireless Entertainment 147

West Monroe

DECEMBER 14, 2022

Data and analytics. Utilities that best govern their data to enhance customer care, improve their own personnel, and parse out the most valuable information will get ahead. Utilities have no shortage of data—but extracting true value from it remains a challenge.

Industry 98

Industry Government Transportation Financial 98

TechSee

DECEMBER 31, 2019

Salesforce predicts a 136% increase from 2019 to 2020 in the number of organizations using AI-powered chatbots, which will continue to be integrated across communication channels to provide seamless real-time customer service on a larger scale than ever before. Analytics will drive hyper-personalized experiences.

Trends 136

Trends Customer Service Self Service Contact Center 136

ShepHyken

OCTOBER 8, 2019

Customer Service Drives Value. Measuring the Customer Journey to Meet New Expectations. Shep Hyken interviews Sam Lessin of Fin Analytics. They discuss the changing needs and expectations of customers, and how to keep customer service simple while delivering satisfaction. What are my customers’ expectations?

Contact Center 97

Contact Center Customer Journeys Customer Care Social Media 97

Magellan Solutions

MAY 20, 2024

Years of relevant experience in potent leadership have guided Magellan Solutions to provide quality at a level second to none—the number one choice for businesses wanting to level up their games in customer care and operational efficiency. Intensive attentiveness to satisfying the customer and operational excellence.

Call Center 52

Call Center Call Center Solutions Innovation e-support 52

Think Customers

MAY 12, 2015

Improving customer service isn't simply about throwing money at the problem or adding agents.

Customer Care 40

Customer Care Culture Training Customers 40

TechSee

APRIL 3, 2018

For years, solutions have focused on training customer service personnel, and adjusting company policies and guidelines, as proactive efforts to retain customers who are considering making a transition. McKinsey reports that a comprehensive, analytics-driven approach can help telecom companies reduce churn by as much as 15%.

Customer Retention 141

Customer Retention Technology Strategy Analytics 141

BirdEye

SEPTEMBER 12, 2023

Test, monitor your social media analytics, and determine the best times to post. From all-in-one dashboards that provide analytics and conversion metrics to more basic social listening and scheduling tools, tools like Birdeye Social can streamline your workflow and achieve more in less time. Respond to comments and direct messages.

Social Media 104

Social Media Guidelines Video Analytics 104