BlueOcean

JANUARY 9, 2018

Instead, in addition to self-serve customer service , the majority of interactions will be driven by AI technology. Forget AI being the future of the contact center. AI is the now of the contact center. What Does AI Customer Service Look Like? How Will AI Impact Customer Experience?

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

Clarabridge

MARCH 15, 2017

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. Bring your contact center into the CX fold.

Contact Center 53

Contact Center Omni-Channel Customer Experience Chief Customer Officer 53

CSM Magazine

AUGUST 22, 2019

“The Customer Service Summit brings high-level leaders together from a variety of industries to learn from each other and network. We all have at least one thing in common – we’re passionate about Customer care. The board includes: EVP, Global Customer Care, Mastercard. SVP, Customer Success Group, McAfee.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

Stella Connect

JUNE 5, 2017

Hiring for Retention: Building Blocks for Staffing your Contact Center for the Next Generation (Master Class). Director Consumer Care Center, Banner Health. Few contact center issues are more pressing (or costly) than employee churn. EVP and Chief Customer Officer, Frontier Communications.

Call Center 40

Call Center Contact Center Conference CRM 40

Team HGS

AUGUST 22, 2017

Q2: What would you suggest as the first step in integrating bots into our customer service strategy? Lauren: Step number one always should be, analyze your top contact drivers. Then we get to how a bot can help address a particular question, inquiry, suggestion, or customer complaint. Lauren: Yes, we do.

Customer Service 52

Customer Service Chief Customer Officer Average Handle Time Social Media 52

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago? What are the KPIs that customers are focusing on today?

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

ClearAction

JANUARY 20, 2020

Customer experience is customers’ realities compared to their expectations. 2) Update Your Customer Experience Management Definition. Customer experience management (CXM) was developed in recent decades to increase customer lifetime value. CXM must reflect CX holistically; otherwise it’s a misnomer.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120