Customer Bliss

DECEMBER 28, 2017

As we all take the time to think about improving strategies for focusing on customer-driven growth, join me as we revisit 5 of my most popular blog posts of the year. This process engages both the customer and the organization’s leaders, allowing them to unify their decision-making skills and create an accountability forum.

Self Service 141

Self Service Customer Experience Chatbots Chief Customer Officer 141

ShepHyken

APRIL 5, 2019

Imagine searching for a unified communication strategy online and meeting a professional who can make a specific recommendation on the tools and packages that your business needs. The post Guest Blog: The Rise of Chatbots in Customer Experience appeared first on Shep Hyken. Personalizing the Customer Experience.

Chatbots 115

Chatbots Customer Experience Contact Center Ecommerce 115

Comm100

NOVEMBER 15, 2022

For more information on why digital-first customer service strategies are growing, check out this blog.). To meet their customers’ needs, CCaaS providers are partnering with digital communication platforms to add digital omnichannel capabilities to their product offering. Telephone support simply can’t meet these expectations.

Omni-Channel 210

Omni-Channel Chatbots Social Media Software 210

Comm100

SEPTEMBER 26, 2023

In this blog we will explore some advanced and effective personalized service examples that defy the ordinary and are setting new standards in customer service and engagement. Intelligent live chat communication Live chat is more than just a convenient and fast communication channel for customers; it’s a goldmine for personalization.

Examples 180

Examples Chatbots Omni-Channel Customers 180

Eptica

OCTOBER 15, 2021

Author: Trevor Davies, Head of Products, Enghouse Interactive Many businesses are migrating to cloud-based unified communications solutions (such as Microsoft Teams) and want their related software, such as call accounting, to also be available in the cloud. The 4 pillars of a successful customer service strategy.

Customer Service Strategies 124

Customer Service Strategies Software Interaction Communication 124

Totango

APRIL 4, 2024

I recently hosted a webinar with four leaders from our team to learn how they work together to bolster retention, expansion, and upsells as a truly unified CS and sales front. Closing communication gaps. Luckily, Totango and Catalyst are no strangers to CS and sales collaboration. Establishing a source of truth across teams.

Sales 89

Sales Customer Success Customers Communication 89

Comm100

SEPTEMBER 7, 2022

Customers find SMS support more convenient and faster than other communication channels, while organizations offering SMS customer support can engage with more customers and prospects. In this blog, we’ll look at some of the top ways that customer service and support teams are using SMS customer support today. Offer proactive support.

Customer Service 130

Customer Service Consumers Loyalty Customers 130

NobelBiz

MARCH 12, 2024

To address and overcome this challenge, many companies have started embracing Unified Customer Experience Management (Unified CXM). Introducing Unified Customer Experience Management (Unified CXM) Unified CXM is the practice of creating seamless and personalized experiences for customers across all support and marketing channels.

Customer Experience Management 52

Customer Experience Management Omni-Channel Customer Experience Customer Journeys 52

ShepHyken

APRIL 7, 2017

This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. Communication gap. Communication is essential. A company should always achieve clear and active communication at all levels. Shep Hyken. Disappointments can be delightful!

Poor Customer Service 109

Poor Customer Service Advertising B2B Policies 109

ShepHyken

SEPTEMBER 20, 2019

With more B2B companies choosing support software technology as their “hub” for all customer communication, it’s important to determine what departments need access and why. Teams should integrate support software with development tools, sales tools including CRM technology, and marketing communication tools.

B2B 107

B2B CRM Software B2C 107

Comm100

SEPTEMBER 19, 2022

When listing technologies that have shaped the way people communicate, it’s impossible to exclude SMS, or text messaging. In the blog we will look at key benefits of SMS customer support and understand why more customer service teams are adopting this integral medium, from increasing engagement to building relationships. 100% of U.S.

Social Media 130

Social Media Customer Satisfaction Communication Customers 130

Totango

NOVEMBER 27, 2023

Efficient and seamless workflows According to the Forrester report, as sustainable growth becomes a priority, B2B organizations need enhanced workflow automation and digital strategies that leverage customer data to: Customize communications and recommendations. Offer self-service functionalities through community and knowledge centers.

Report 92

Report Trends Customer Success Self Service 92

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. Rampton adds: ❝To achieve this single customer view, an organization must have some type of system that unifies all the available information on that customer.❞.

Customer Service 90

Customer Service Contact Center Self Service Call Center Solutions 90

Comm100

FEBRUARY 1, 2022

In this blog, we’ll look at the technology behind omnichannel digital support, and how colleges and universities can use it to engage with international students. Students can reach out via live chat, social media, email, or even SMS – and every message will be funneled into one unified agent console. Be available where they are .

Engagement 199

Engagement Omni-Channel Chatbots Social Media 199

Eptica

MARCH 5, 2021

Drawing on a recent webinar with Microsoft, our parent company Enghouse Interactive and Hitachi ABB Power Grids, our latest blog outlines how to understand and build the right hybrid contact centre model for the future. Read the full article here. Share this page on: Tweet. How can contact centres transform successfully?

Trends 104

Trends Customer Satisfaction Analytics Interaction 104

Eptica

MAY 7, 2021

Click here to read the full blog. Click here to read the full blog. Tags: Unified Communications, Microsoft Teams, migrating to Teams Categories: Best Practice. Share this page on: Tweet. You might also be interested in these posts: The benefits of building emotional intelligence in your team.

How To 95

How To Call Recording Customer Satisfaction Interaction 95

NICE inContact

OCTOBER 18, 2019

Our CEO Paul Jarman said it best, “Consumers expect only the best experiences from brands – fast, easy, seamless and personalized – each and every time they communicate. Winning customer loyalty, advocacy and wallet share in today’s experience economy calls for a cloud customer experience platform that’s complete, unified, and intelligent.

Contact Center 120

Contact Center Self Service Omni-Channel Call Center 120

SmartMessage Blog

JANUARY 21, 2024

A marketing channel refers to the medium used by a company to communicate or deliver messages to its target audience. These channels are particularly effective for time-sensitive and personalized communications, making them an indispensable tool in any contemporary marketing strategy. What is a Marketing Channel?

Omni-Channel 59

Omni-Channel Multi-Channel Social Media Analytics 59

ShepHyken

MARCH 23, 2018

This week we feature an article by Denise Graziano who explains how essential clear, consistent, authentic communication is for companies to use when dealing with difficult news. – Shep Hyken. Clear, consistent, authentic communication. In other words, it is simply a statement with no mission, vision, or purpose.

Communication 81

Communication Leadership Airlines Social Media 81

NICE inContact

JULY 24, 2019

In fact, research finds that Generation Z and millennials have a clear preference toward these next-generation digital channels when communicating with companies. In the next blog, we’ll go into each of these 7 best practices in more detail.

Self Service 137

Self Service Consumers Contact Center Omni-Channel 137

BirdEye

JULY 6, 2023

This blog post covers the top 8 types of messages that customers can leverage to stay connected with their customers. Email We check our emails every day for personal and business communications. This message type allows businesses to impress their customers with visual aids, product links, and specially designed communication.

Connections 98

Connections Communication Video Customers 98

NICE inContact

AUGUST 2, 2016

Guest blog post from our friends at Momentum Telecom. Many of these improvements in technology and security are incorporated into Momentum Telecom’s Unified Communications solution portfolio with inContact Contact Center integration. The post Give Your Contact Center a Pink Slip appeared first on inContact Blog.

Contact Center 121

Contact Center Contact Center Software Conference Exceptional Customer Service 121

ShepHyken

SEPTEMBER 29, 2017

Unify your team around how you define your customer. Provide a channel for communicating experience changes. A dedicated communication channel for experience will enable you to make changes in real time. Doug Bell is the CEO of The Experience Manager which helps companies unify their customer experience approach.

Measurement 54

Measurement Interaction Customer Experience Culture 54

Comm100

JANUARY 5, 2022

It’s unarguable that live chat can help improve communication between government and citizens. Comm100 also offers omnichannel customer engagement, connecting every key digital channel into one platform for unified, efficient operations. However, the effectiveness of this channel can vary widely depending on the live chat software.

Government 200

Government CRM eBook Software 200

ShepHyken

SEPTEMBER 16, 2016

This week on our Friends on Friday guest blog post my colleague, Mark Smith, writes about how crucial personalization can be to the customer experience. The post Guest Blog: Persona-lizing the Customer Experience appeared first on Shep Hyken. Shep Hyken.

Omni-Channel 48

Omni-Channel Customer Experience Retail Effort Score 48

NICE inContact

AUGUST 23, 2019

Gen-Z doesn’t know a world without the internet and social media; however, the best way to communicate with Gen-Z in a professional setting is through face-to-face communication ( HR Exchange Network , 2019). To cater to both generations, you need to provide up-to-date communication solutions in your contact center.

Contact Center 137

Contact Center Gamification Management Social Media 137

NICE inContact

AUGUST 23, 2019

Gen-Z doesn’t know a world without the internet and social media; however, the best way to communicate with Gen-Z in a professional setting is through face-to-face communication ( HR Exchange Network , 2019). To cater to both generations, you need to provide up-to-date communication solutions in your contact center.

Contact Center 136

Contact Center Gamification Management Social Media 136

Eptica

FEBRUARY 5, 2021

Our blog explains how you can successfully underpin this change with technology – read it here on our parent company Enghouse Interactive’s site. Reviewing 2020 – our top blog posts from last year. Tags: Quality Management Systems, Unified Communications, Cloud Contact Centre Categories: Trends & Markets.

Trends 72

Trends Interaction Technology System 72

NICE inContact

DECEMBER 4, 2018

What about new unified communications (UC), PBX and other contact center. appeared first on NICE inContact Blog. Relax—help is here: we’ve identified five major challenge areas that every contact center faces and discuss how to navigate each one to determine the right solutions, based on the needs of your contact center.

Contact Center 122

Contact Center CRM Analytics Report 122

Thematic

MAY 29, 2023

The typography choices for both the logo and general communications are clean and personable, reflecting Thematic's approachable nature and conversational tone. At the same time, the slightly geometric characteristics of the fonts harmonize with the logo's design, forming a unified visual style.

Feedback 62

Feedback Brands Social Media Analytics 62

Upstream Works

NOVEMBER 24, 2021

Learn more about the Upstream Works unified desktop here. Provide a Unified Desktop. Even if CX was driven entirely from the contact center, a unified desktop is critical for a good AX. This is where a unified desktop can make all the difference for both AX and CX. Customers have many touchpoints with an organization.

Contact Center 78

Contact Center Net Promoter Score Call Center Social Media 78

NICE inContact

SEPTEMBER 6, 2016

As cloud communications companies like RingCentral and inContact have matured, the contact center world has been seeing an increasingly rapid move to the cloud. That’s where a unified communications suite comes in. Taken together, these two movements are bringing about real change in the contact center.

Contact Center 120

Contact Center Average Handle Time Insurance Conference 120

Comm100

NOVEMBER 15, 2022

This blog will cover the key reasons why contact centres are adopting a digital-first strategy to meet their customers’ ever-evolving service expectations, and what this means for the future of contact center solution providers. What does a digital communication strategy offer that telephone cannot?

Strategy 131

Strategy Omni-Channel Contact Center Chatbots 131

Uniphore

NOVEMBER 23, 2021

The unified platform reduces the time a call takes by using tone of voice and sentiment to verify the customer. Never Miss a Thing Subscribe to our blog for the latest industry news, updates and more from Uniphore. You can unsubscribe anytime. For more details, review our privacy policy.

Average Handle Time 130

Average Handle Time Return on Investment e-support Analytics 130

NICE inContact

APRIL 11, 2019

Leverage technologies like presence through integrated unified communications solutions, that can bring in live experts into a conversation and swarm s olve issues. . The post 7 Tips to Manage Customer Expectations appeared first on NICE inContact Blog. Win your customers through some of the tips outlined above.

Customer Expectations 151

Customer Expectations Tips Self Service Management 151

ShepHyken

SEPTEMBER 23, 2016

This week on our Friends on Friday guest blog post my colleague, Brie Tascione, writes about the importance of improving the customer experience in the healthcare industry to improve loyalty and reduce frustration. Any service industry today must keep up with the technological advances when communicating with their customers.

Healthcare 48

Healthcare Loyalty Insurance How To 48

TechSee

AUGUST 14, 2023

Follow on LinkedIn Jon Arnold , Tech Thought Leader, Analyst, and Speaker Jon provides thought leadership and go-to-market counsel focusing on the business-level impact of communications technologies on digital transformation. Jon’s thought leadership can be followed on his widely-read JAA’s Analyst Blog.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207