SmartKarrot

JUNE 30, 2020

Customer experience management, or CEM as it’s called, is when you manage the interactions of your customers using touchpoints. When you understand what is CEM and CEM platforms, you ensure that your customers achieve success. . A quality CEM platform will do most of the work for you. .

CEM 10

CEM Multi-Channel Advertising Analytics 10

PeopleMetrics

MARCH 26, 2018

Are you familiar with all the different ways your customers interact with your business? Whether you're a seasoned CX professional or you've never heard of CX, chances are you at least have some basic notion of the areas, or touchpoints, where customers interact with your organization. The forgotten touchpoint.

Touchpoint 86

Touchpoint Feedback CEM Call Center 86

SurveySparrow

JULY 31, 2023

Speech analytics focuses on analyzing spoken interactions between customers and call center agents. By transcribing and analyzing recorded calls, businesses can identify trends, sentiment, and customer pain points. Surveys, social media, support interactions—there are so many touchpoints.

Analytics 52

Analytics Social Media CEM Effort Score 52

PeopleMetrics

FEBRUARY 12, 2018

E very touch point needs to go really well on every channel - whether it's online, in-person, or calling a call center. If you think of your customers as guests, and make every interaction with them feel like they're a guest coming into your home, your business will change dramatically. Think through your touch points.

Hospitality 64

Hospitality CEM e-support Competitive Advantage 64

Clarabridge

MARCH 21, 2017

And while customer experience management (CEM) activities should be data-driven, it is hard to figure out which data to use. What will make the most impact as you expand your CEM program? So pick high volume sources like Contact Center recordings (Speech to Text). Big data can be overwhelming. It’s just…well, big.

Omni-Channel 61

Omni-Channel CEM Data Customer Experience 61

CX Journey

NOVEMBER 30, 2016

When it comes to the customer experience strategy, efforts tend to focus on frontline communications – training and coaching employees regularly on how to best speak (and interact) with customers.

Customer Journeys 80

Customer Journeys CEM Communication Call Center 80

SuiteCX

JUNE 1, 2015

Customer Experience refers to the various interactions the individual has with a company/brand over time. It seeks to understand the customer’s point of view and then to design interactions and experiences that make it easy for them to accomplish their objectives. CEM – Customer Experience Management.

Customer Journeys 100

Customer Journeys Omni-Channel Multi-Channel Net Promoter Score 100

Call Experts

JULY 28, 2022

In this article, you will learn more about contact centers including what we are, why you need them, the benefits, and the right time to partner with a contact center. What Is A Contact Center? If your business has a lot of customer interaction , you’re probably wondering if a contact center is a suitable solution. .

Contact Center 52

Contact Center Call Center Knowledge Base Customer Satisfaction 52

Clarabridge

SEPTEMBER 1, 2015

The call center is the first and most obvious place to start as that is where many customers turn for help. Once the insurer has identified the various sources of input, using CEM and text analytics should identify the categories and administrative units contributing disproportionately to low satisfaction scores.

Insurance 40

Insurance Healthcare Tips CEM 40

Beyond Philosophy

MARCH 12, 2015

Have you ever abandoned an online chat because it was taking too long so you could sit on hold for five minutes or more with a call center. For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. Please click here to learn more.

CEM 60

CEM Customer Journeys Conference Customer Centricity 60

Up Your Service

FEBRUARY 14, 2017

In this interview, CEM Global speaks to Jeff Eilertsen, VP Client Success and Global Service Education at UP! This ranges from sales and delivery staff, to call centers, to inventory control systems, to physical delivery vehicles to downloading goods online. What companies are you looking to hearing from at CEM Global? .

Culture 55

Culture CEM Social Media Employee Engagement 55

Beyond Philosophy

MARCH 28, 2016

When you invest in the Customer Experience, you do a better job with Customers, creating a better memory of their interaction with you. Or the What could be having the call center available but the How is how quickly the phone is answered and their problem resolved. Are you one of them?

Customer Experience 60

Customer Experience CEM eBook Consulting 60

Clarabridge

MAY 2, 2017

More than 350 of the top CX professionals and inspirational thought-leaders from around the world have gathered at the iconic Fontainebleau Hotel to discuss the latest industry trends shaping Customer Experience Management (CEM) and Social Customer Service. Come back to our blog tomorrow for a recap of Day 2 at C3!

Omni-Channel 40

Omni-Channel Insurance CEM Touchpoint 40

Clarabridge

MARCH 15, 2017

CEM Evangelist. Your contact center is hiding some of the richest, most valuable Voice of the Customer (VoC) information you have. You need to crush contact center silos if you are serious about putting the customer first. Bring your contact center into the CX fold. By Lorraine Schumacher.

Contact Center 53

Contact Center Omni-Channel Customer Experience Chief Customer Officer 53

Experience Matters

APRIL 7, 2015

Clarabridge connects to all sources of customer feedback, including ratings and reviews , chat , both Clarabridge-generated and third-party surveys , blogs and forums , emails , call centers , social media , and voice recordings.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

SmartKarrot

JUNE 29, 2022

If you are not using a customer experience management (CEM) platform, you are missing out on a wealth of information and opportunities to improve your customer experience. Use this information to determine where training is required, who should be recognized for their work, and how your culture impacts how employees interact with customers.

Tips 11

Tips Customer Experience Social Media CEM 11

Beyond Philosophy

MAY 14, 2015

Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance. As many as 2/3 of Customer service interactions will occur without human-to-human contact.

Self Service 60

Self Service Exercises Analysis Call Center 60

ENGAGE.cx

JULY 9, 2015

For instance, more and more retailers are adopting omnichannel strategies, however, more often than not, the end result is a schizophrenic technology arrangement that produces disparate customer interactions. And, of course, there is the prominence and influence of social.

Customer Experience 40

Customer Experience Hotels Ecommerce Retail 40

ENGAGE.cx

JULY 9, 2015

For instance, more and more retailers are adopting omnichannel strategies, however, more often than not, the end result is a schizophrenic technology arrangement that produces disparate customer interactions. And, of course, there is the prominence and influence of social.

Customer Experience 40

Customer Experience Hotels Ecommerce Retail 40