Eptica

OCTOBER 9, 2019

Date: Wednesday, October 9, 2019 Author: Pauline Ashenden - Marketing Manager National Customer Service Week 2019: The 3 key factors behind successful customer service. This annual global event is the perfect opportunity to emphasize the importance of customer service to the bottom line.

Customer Service 60

Customer Service Self Service Contact Center Customer Centricity 60

Solvvy

JANUARY 21, 2020

Companies that are building a best-in-class customer experience need to support different channels based on the users’ unique preferences at each point in time, whether that involves a smartphone, tablet, desktop, SMS, phone, or even integrations such as Google Home or Amazon Alexa.

Omni-Channel 54

Omni-Channel Self Service Customer Experience Customer Service 54

ShepHyken

JANUARY 22, 2023

Each week, I read many customer service and customer experience articles from various resources. AI improves field service quality and customer experience by Vala Afshar (ZDNET) Research shows that 80% of high performing field service organizations use artificial intelligence.

Customer Service 48

Customer Service Self Service Contact Center Loyalty 48

VDS

SEPTEMBER 17, 2020

In the agent space, no one is more impacted by dated contact center software than the call center agents. More, customers want seamless, effortless experiences. Emerging technology solutions can resolve common issues with legacy systems, such as inaccurate call routing, inefficient agent knowledge, and long hold times.

Virtual Agent 52

Virtual Agent Customer Service Self Service Contact Center 52

Verint

APRIL 26, 2018

Have you ever had a ‘game over’ experience, where you’re searching for an answer on a self-help website, and nothing seems to answer your questions? What do you do— search again? Browse page after page of results?

Self Service 37

Self Service Contact Center Innovation Interaction 37

ShepHyken

FEBRUARY 27, 2017

Each week I read a number of customer service articles from various online resources. The 7 Best Retailers for Customer Service b y Jamie Grill-Goodman. The “20th Annual Mystery Shopping Study” recognizes seven retailers who excel in customer service. Here are my top five picks from last week.

Customer Service 48

Customer Service Self Service Retail Loyalty 48

Integrity Solutions

SEPTEMBER 28, 2023

It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

ShepHyken

JANUARY 23, 2023

Each week, I read many customer service and customer experience articles from various resources. AI improves field service quality and customer experience by Vala Afshar (ZDNET) Research shows that 80% of high performing field service organizations use artificial intelligence.

Customer Service 14

Customer Service Self Service Contact Center Loyalty 14

NobelBiz

FEBRUARY 21, 2023

Call centers have developed dramatically over the past few years and will continue to do so in 2023. While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

NobelBiz

FEBRUARY 15, 2023

Call centers have developed dramatically over the past few years and will continue to do so in 2023. While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

ShepHyken

SEPTEMBER 22, 2020

The Right Way to Measure Amazing Customer Service. How to Create an Empathetic, Omnichannel Service Experience. Shep Hyken interviews Jerry Campbell , Head of Customer Experience and Social Engagement at 7-Eleven. Many call centers focus on antiquated metrics that don’t ultimately best serve the customer.

Self Service 15

Self Service Call Center Omni-Channel Average Handle Time 15

Verint

OCTOBER 24, 2017

Your marketing organization has missed an opportunity to engage with this customer, and may now miss future opportunities. Your customer service organization lacks the insight that this is an issue customers need assistance with. So how could this scenario have been resolved with a better outcome?

Self Service 30

Self Service Knowledge Base Contact Center eBook 30

Verint

OCTOBER 11, 2017

Provide engaging self-service. When you put social and structured knowledge together, you have the pieces to make an excellent self-service experience. Customers increasingly prefer to self-serve, so it is critical to provide as much information as possible in a self-service environment.

Self Service 27

Self Service Management Knowledge Base Contact Center 27

Verint

JANUARY 17, 2018

Here are a couple of automation innovation examples powered by Next IT: At Alaska Airlines , the " Ask Jenn" intelligent virtual assistant (IVA) provides customers and Alaska Airlines employees an efficient and modern self-service experience.

Self Service 36

Self Service Innovation Airlines Competitive Advantage 36

Clarabridge

MAY 10, 2018

After a look at how we got here, CEO Mark Bishof took the stage to discuss why customer insights really matter and what value they present to business. From Customer-Focused to Customer-Led at USA TODAY. And then they were motivated to put the products to use! Transforming Business Across the Globe.

Omni-Channel 40

Omni-Channel Self Service Chatbots Ecommerce 40

Verint

MAY 1, 2018

Today Verint announces a line-up of conferences and digital events taking place in May that focus on digital and omnichannel customer service, GDPR compliance, automation and artificial intelligence, as well as the upcoming Engage TM global customer conference. Artificial Intelligence Conference. May 10; Online Webinar.

Self Service 22

Self Service Customer Engagement Engagement Omni-Channel 22

Verint

JANUARY 19, 2018

Optimizing the workforce and customers: Transforming the employee experience and offering staff the flexibility, transparency, motivation, mobility and empowerment they crave.

Self Service 35

Self Service Engagement Conference Customer Satisfaction 35

Verint

AUGUST 16, 2017

A good conversation with a customer can quickly be undone by a poor transaction conducted in the back office. Digital transformation has traditionally centered on customer-facing parts of the organization—the contact center, online self-service, mobile apps, etc.—but but that is changing.

Self Service 38

Self Service Contact Center Customer Satisfaction Customer Journeys 38

Customer Alignment

MAY 23, 2017

We’ve seen announcements last month alone from Vodafone, BT, EE and others confirming that they are increasing numbers at their call centres, demonstrating an emphasis on utilising call centres more as an important interface for customer service. Call centres are often seen as a reactive arm of the organisation.

Self Service 40

Self Service First Call Resolution Customer Centricity Metrics 40

Verint

MAY 16, 2017

Much attention is paid to the quality of contact center technology and memorable customer experiences to help develop long-term customers. However, it’s also important not to lose sight of one of the fundamental building blocks of customer service success: the engagement and productivity of your agents.

Customer Service 37

Customer Service Contact Center Engagement Customers 37

West Monroe

SEPTEMBER 21, 2017

First Contact Resolution (FCR) is definitely a buzzword for any customer-focused organization. We place a high value on being able to give our customers exactly what they need the first time the y need it. It’s the unicorn of Customer Experience metrics. Share your success with your organization and customers.

Self Service 40

Self Service Metrics Measurement Customer Satisfaction 40

Verint

OCTOBER 10, 2017

Often, it’s the trivial things that drive customers off the satisfaction highway into dead ends and roundabouts, such as complex self-service menus and confusing billing statements. This can include outtakes from your speech, text and/or social analytics. A common example is the requirement for personal authentication.

Customer Journeys 28

Customer Journeys Customer Engagement Self Service Engagement 28

eGain Blogs

FEBRUARY 7, 2020

The importance of knowledge management in the call center is growing. “Though KM has historically been primarily an area of interest for support, I’m seeing more organizations, including professional services, managed services, and customer success, formalizing the capture and sharing of knowledge.”

Call Center 52

Call Center Metrics Self Service Contact Center 52

Pretium Solutions

AUGUST 28, 2013

My agent went above and beyond and called the destination store, inquiring about options for having my order transported to the store near me, but the stores would not collaborate with us. A smart, customer-focused agent was painfully hamstrung by corporate policies. They could also make the agent-assisted (or self-service!)

Policies 45

Policies Self Service Social Media Retail 45

Pretium Solutions

AUGUST 28, 2013

My agent went above and beyond and called the destination store, inquiring about options for having my order transported to the store near me, but the stores would not collaborate with us. A smart, customer-focused agent was painfully hamstrung by corporate policies. They could also make the agent-assisted (or self-service!)

Policies 40

Policies Self Service Social Media Retail 40

Pretium Solutions

AUGUST 28, 2013

My agent went above and beyond and called the destination store, inquiring about options for having my order transported to the store near me, but the stores would not collaborate with us. A smart, customer-focused agent was painfully hamstrung by corporate policies. They could also make the agent-assisted (or self-service!)

Policies 40

Policies Self Service Social Media Retail 40

NICE inContact

AUGUST 6, 2019

Conversely, when customer service owns monitoring and engaging consumers through digital channels as part of an omnichannel customer service effort, these issues are addressed. 7) Incorporating AI capabilities for self-service. 2) Adding support for digital messaging and real-time channels.

Self Service 159

Self Service Omni-Channel Contact Center Fashion 159

NICE inContact

AUGUST 6, 2019

Conversely, when customer service owns monitoring and engaging consumers through digital channels as part of an omnichannel customer service effort, these issues are addressed. 7) Incorporating AI capabilities for self-service. 2) Adding support for digital messaging and real-time channels.

Self Service 136

Self Service Omni-Channel Contact Center Fashion 136

Verint

OCTOBER 30, 2017

Attendees will learn how using technology to automate a quality program, from scoring through coaching, can produce real-life benefits for quality teams, as well as for frontline employees, customers and organizations as a whole. The Customer Service Summit. November 16; New York City.

Self Service 6

Self Service Contact Center Engagement Groups 6

Comm100

DECEMBER 11, 2017

Customer experience is described as the sum total of all the experiences and interactions that the customer has had from your business relationship. It is very different from “customer service” which is focused more on the way a service is delivered before, during and after the purchase. Self-Serve Tools.

Customer Experience 117

Customer Experience Social Media Self Service Multi-Channel 117

ViiBE Blog

AUGUST 2, 2021

Call Center , Customer experience , Remote operations , Technology. Your CRM strategy is what defines the levels of your customers’ satisfaction and allows for lasting customer loyalty and sustainable customer retention. How CRM integrations strengthen your call center. ViiBE Blog. Saving time.

CRM 52

CRM Call Center e-support Social Media 52

Verint

SEPTEMBER 1, 2017

You may know from personal experience that low-performing, partially effective contact center technologies and overwhelmed customer service employees are not a winning combination. Being mindful with your contact center IVR and WFO strategies can help you get better at the things you care about for your business.

Contact Center 23

Contact Center Strategy Average Handle Time Technology 23

Verint

APRIL 23, 2018

The annual Verint Engage global customer conference will convene on Monday, May 14 at the Sheraton Dallas Hotel. It’s less than a month away! The conference provides an outstanding opportunity to discuss big ideas, bold innovations, and best practices to take back to the office and start using right away.

Engagement 31

Engagement Conference Contact Center Hotels 31

Verint

APRIL 24, 2018

Engage18: On The Inside. Most parents would agree that the average four- to five-year-old has a mind filled with questions. They aren’t afraid to ‘let them loose,’ as the saying goes. Most children are also not afraid to get involved in activities.

Engagement 27

Engagement Conference Customer Engagement Self Service 27

Verint

APRIL 17, 2018

Engage18: On The Inside. It stands 30 feet high. At night, the massive 72 white pre-cast columns provide the mind’s eye with the creative illusion that they’re floating, seemingly, on nothing but the light that supports them. It came into existence, June 24, 1970, with one purpose. To pay tribute to a man. A President.

Conference 26

Conference Culture Self Service Contact Center 26

Verint

MAY 1, 2018

It is home to coffee cafés, restaurants, visual arts centers and a wide range of performing arts centers, including the AT&T Performing Arts Center and the Dallas Opera. Engage18: On The Inside. The Dallas Arts District. The Dallas Arts District is considered to be the largest thriving urban arts district in the nation.

Conference 24

Conference Culture Self Service Engagement 24

Verint

MARCH 29, 2018

and author of Before Happiness and The Happiness Advantage, will be a keynote speaker at the Verint Engage global customer conference at the Sheraton Dallas Hotel May 14 – 17. Shawn Achor, founder, GoodThink, Inc.

Engagement 23

Engagement Conference Hotels Innovation 23