BlueOcean

JANUARY 9, 2018

We want intelligent interactions that are personalized to our own situations and we want them on demand – not after we waste our precious time sitting on hold. Long gone are the days when customers almost expected to experience IVR hell and would pretty much tolerate jaw-dropping wait times.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Talkdesk

FEBRUARY 5, 2021

As associates have adapted, their roles and responsibilities have merged with the traditional roles of contact center agents. As a result, contact centers have emerged as a critical engagement channel in the customer journey. need real-time access to holistic customer data. “Who’s who?”. Convenience

e-support 87

e-support Retail Contact Center Self Service 87

Comm100

FEBRUARY 20, 2018

They help customers quickly and easily find the answers to simple queries. As a result, they reduce the number of incoming calls to contact centers, improving efficiency and reducing operational costs. Longer wait times equal a more expensive phone bill, meaning that cutting staff may actually end up costing more than it saves.

Chatbots 133

Chatbots Self Service ROI Contact Center 133

Kustomer

SEPTEMBER 3, 2020

Or our wait time, or maybe it’s different metrics that people have. So when you get to support, a traditional customer service environment, you can look at some of those KPIs around customer effort score. Chief Customer Officer 2.0 You know, are we making it easier? Nate Brown: (17:29).

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52