Vonage

JUNE 23, 2017

Marketing is the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large. Memes to explain the connected customer. Great definition, but marketing has changed. Customers can post comments and interact.

Customer Experience 193

Customer Experience Marketing Advertising Customer Service Training 193

Avaya

AUGUST 25, 2017

As Hurricane Harvey approaches the coast of Texas, Avaya wants to ensure that we all review our plans to keep communication systems running at peak performance and stabilized when disaster strikes. Keeping communication systems running often includes a great partner with a deep bench of experts who have experience in many complex situations.

Communication 64

Communication System Analysis Software 64

Customer Experience Insight

DECEMBER 3, 2020

Communicate with relevance. Communicate strategically – not just more – with customers. – leaves or changes roles, you might lose the personal connection you’ve shared over time. Connect personally. You can retain more customers by staying top of mind. Meet more people.

Customer Experience Professionals 52

Customer Experience Professionals Social Media Customer Retention Tips 52

Vonage

MARCH 26, 2018

This energy is productive and contagious, strips away barriers to connecting with customers and fosters emotive interactions that drive customer experience. Also, be sure to check out our latest white paper, 3 Key Customer Service Trends for 2018 , the definitive guide for how to win at CX this year.

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

Avaya

AUGUST 25, 2017

Avaya wants to ensure that we all review our plans to keep communication systems running at peak performance and stabilized when disaster strikes. Keeping communication systems running often includes a great partner with a deep bench of experts who have experience in many complex situations. Learn more at our Help Center.

Communication 53

Communication System Analysis Software 53

Vonage

OCTOBER 2, 2017

As each network has developed, social media has moved into the working world, as a way to connect with customers and clients. You need to establish clear protocols for dealing with customer communications and explore how phone service translates to social media. For instance, not all problems are best solved over Twitter.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

Vonage

SEPTEMBER 8, 2017

As each network has developed, social media has moved into the working world, as a way to connect with customers and clients. You need to establish clear protocols for dealing with customer communications and explore how phone service translates to social media. Social media becoming too time consuming.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

CSM Magazine

SEPTEMBER 11, 2019

Guest speaker is Claire Rowland , author of Designing Connected Products: UX for the Consumer Internet of Things. . Takeaway our ‘Radical Age of Uberization white paper’ , written in conjunction with Field Service News. Join Localz first Innovation Breakfast! Hear them discuss: ? Today’s in-field challenges. ?

Innovation 45

Innovation Customer Satisfaction Consumers Communication 45

CSM Magazine

JULY 27, 2022

The Tipping Point of Loyalty white paper from Upside found that loyal clients are 22 times more valuable to a business than average buyers. If your clients feel connected to and valued by your business, they’re more likely to stay loyal and in return, spend more. About the Author.

Customer Journeys 64

Customer Journeys Loyalty Omni-Channel Consumers 64

CSM Magazine

JUNE 7, 2023

Maintain Strong Communication Establishing effective communication with customers is a great way to show them that they can trust you. It’s crucial to introduce clear and consistent communication channels, that customers can rely on. You will want to make sure that customers view you as an expert in your field.

Tips 52

Tips Social Media Policies Case Study 52

datastax

FEBRUARY 19, 2019

4G boosted mobile internet latency so people could rapidly download movies on their phones and shop without glitches, but 5G promises to take things to the next level with network speeds that will ramp up IoT connectivity , allow for a wider range of services, and provide opportunities for new, disruptive business models. READ NOW.

Data 79

Data Strategy Management Wireless 79

Comm100

OCTOBER 17, 2017

White Paper] The Guide to Becoming a Top Performing Live Chat Operator. Here we offer 12 essential tips for live chat operators to communicating effectively, addressing customer issues efficiently, and representing your brand professionally. White Paper] The Guide to Becoming a Top Performing Live Chat Operator.

Customer Service 122

Customer Service Social Media Customer Satisfaction Customers 122

Alliance by IFS

JUNE 2, 2015

In our latest white paper, Forging a Service and Sales Partnership , we take a look at the revenue potential of handing sales responsibilities to the service force, as well as creating better channels of communication so that the service team can more effectively pass leads to the sales organization.

Sales 50

Sales Multi-Channel Training Technology 50

Quadient

SEPTEMBER 28, 2020

Throughout the pandemic a broadband connection has been the only way for many of us to socialize, check on our loved ones, work and learn. . The demand for rapid communications has increased during Covid-19. million households) have suffered from a bad internet connection during lockdown. Customer Communications.

Customer Experience Management 52

Customer Experience Management Omni-Channel Self Service Customer Experience 52

Customer Bliss

JUNE 27, 2017

She also downloaded “tons of white papers” and read thought leadership (including one of my books!). While that work has been advancing well, there’s no connection between that work and marketing — so it’s not being pushed out properly. Quick wins. Are you bossy?

Retail 0

Retail Leadership Customer Experience Video 0

Comm100

JUNE 7, 2016

Communicate Return Policies Effectively. It’s important that your sales associates not only know your return policies like the back of their hands, but also communicate them clearly with each purchase. Make sure that the following occurs to communicate your return to your customers: Have signs at checkout. Download Now.

Retail 102

Retail Self Service How To Policies 102

Comm100

OCTOBER 8, 2016

A good blog communicates to customers that you care about solving the problems in their industry. With such a high number of active users, increasing and enhancing your presence will allow you to develop another line of communication with your customers—one that can fit right in their pockets. White Papers. Newsletters.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

COPC

OCTOBER 13, 2021

To learn more about these priorities, check out our white paper , The 2021 State of Contact Center Vendor Management. Communication. Agents must be adequately trained in channel-specific skills to improve efficiency and effectiveness when communicating with customers via chat. Home office requirements. Recruiting.

Contact Center 52

Contact Center Call Center Training Management 52

Avaya

JANUARY 24, 2018

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services. appeared first on Avaya Connected Blog. The post MiFID II: What Do You Need to Know?

Financial 46

Financial Government Banking Policies 46

Avaya

JANUARY 26, 2018

Under the 2004 MiFID directive, there was no mandatory requirement to record communications involving client orders. To ensure fairer, safer and more efficient financial markets, MiFID II now requires firms to record communications (both phone and electronic) for the following investment services: Reception and transmission of orders.

Financial 51

Financial Contact Center Call Recording Communication 51

COPC

NOVEMBER 5, 2021

s clients encountered similar difficulties, including: Internet connectivity issues. Again, it’s crucial to consider why the customer is reaching out and the best channel to communicate with them. We discuss these topics more in-depth in the white paper , The 2021 State of Contact Center Vendor Management.

Contact Center 52

Contact Center ROI Customer Journeys Touchpoint 52

Team HGS

FEBRUARY 6, 2018

HGS recently released a white paper on this year’s top 10 trends in customer service. Instant communication will become the standard for exceptional customer service in 2018. Messaging is the new channel of choice, according to Twilio research, which states 89% of consumers want to use messaging to communicate with a business.

Trends 45

Trends Contact Center Exceptional Customer Service Omni-Channel 45

Uniphore

JANUARY 21, 2022

For example, AI can “read” real-time interactions, recording where promises are made and automating follow-up communications like appointment confirmations and claim status updates. AI-powered analytics optimize the patient or member journey, collecting relevant data that can simplify on-call processes and streamline post-call actions.

Healthcare 147

Healthcare Analytics Self Service Consumers 147

North Highland

MAY 28, 2019

I was joined by a panel of uber-talented and insightful CX practitioners that included Mark Slatin, Senior Vice President, Client Experience at Sandy Spring Bank; Nick Frunzi, Chief Customer Officer at Esri; Maria Marino, who will soon join Gartner’s CX practice; and moderator Carolyn Galvin, Senior Principal Analyst from Nuance Communications.

Chief Customer Officer 40

Chief Customer Officer Conference Banking Employee Experience 40

inmoment

JUNE 17, 2019

Though companies lag behind in providing exceptional CX, there are simple ways to catch up and forge stronger customer connections. Moving forward, companies should prioritize direct communication having tech-powered, intelligent and personal conversations directly with customers. So how can brands keep up with the change?

Trends 53

Trends Customer Experience Comparison Loyalty 53

Talkdesk

JULY 25, 2016

Voice over Internet Protocol (VoIP), is a technology that allows you to make voice calls using a broadband Internet connection instead of a regular (or analog) phone line. Source: SearchUnified Communications. IP phones connect directly to users’ routers. White paper on taxation and regulation. What is VoIP?

Call Center 40

Call Center Travel Connections Technology 40

RapportBoost

NOVEMBER 15, 2018

As a result, we are seeing a much greater demand for the implementation of a live chat channel to offer an alternate means for customers to communicate with their service teams. Instead, by training them to listen and understand the issue or problem being communicated, they can provide the proper solution for the customer.

Training 71

Training Call Center Telecommunications Exercises 71

NobelBiz

FEBRUARY 13, 2024

The algorithm predicts when agents will be available and which numbers are most likely to connect. NobelBiz stands ready to guide and support your center in mastering CRM integration, transforming data into meaningful customer connections. This efficiency reduces idle time and increases overall contact rates.

Call Center 59

Call Center Self Service Software Contact Center 59

Qualtrics

APRIL 16, 2020

Along with this report, SIOP published a telework white paper that summarizes the literature and provides practical guidance for organizations to prepare. Employees will expect greater connection with their colleagues. These findings should inform how the organization communicates and frames communications.

Employee Experience 45

Employee Experience Culture Policies Trends 45

CSM Magazine

SEPTEMBER 28, 2015

Artemio Garza, Meineke’s Chief Marketing Officer, will share with attendees how Meineke has become a household name in an industry saturated with immense competition and commoditized services, by understanding its customers and deploying personalized communications.

Engagement 40

Engagement Customer Experience Case Study Loyalty 40

Beyond Philosophy

SEPTEMBER 6, 2016

There are three main applications of customer management systems: selling and sales force automation, informal and formal marketing/communications, and customer service. Implementation relies on integration of multiple sales and communication channels. They rarely give enough attention to pre-purchase processes or value creation.

Multi-Channel 60

Multi-Channel Consulting Study Customers 60

Beyond Philosophy

AUGUST 30, 2016

Unfortunately, satisfaction has been proven to have very little impact on, or connection to, actual customer behavior. Word-of-mouth, however, is a double-edged sword; and customers’ negative communication, as much as praise, can have a damaging effect on other customers and non-customers, as well as the communicating customer.

Customer Satisfaction 60

Customer Satisfaction Measurement B2C B2B 60

Avaya

AUGUST 4, 2016

Keeping communication systems running at peak performance often includes a great partner with a deep bench of experts with experience in many complex situations. A recent analysis showed that disasters lead to five common communications network outages. Avoid Costly Communications Outages. The post Be Ready!

System 40

System Analysis Software Communication 40

Beyond Philosophy

DECEMBER 5, 2017

In content we’ve produced (webinars, white papers, posts, and a new book on the subject) the concept and value of employee ambassadorship, functioning within more humanistic and proactive organizations, has been fully laid out. You Also Might Like… 5 Innovative Ways to Connect with Customers Digitally.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

Beyond Philosophy

MARCH 3, 2016

Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S. Proactive, personalized – even anticipatory – service that exceeds expectations, two-way communication, and engagement help bond the customer to the supplier.

Consulting 60

Consulting Loyalty Advertising Analysis 60

SurveySparrow

APRIL 11, 2021

They would hardly collaborate, and the only time they communicate with each other is to blame the other one. You need to connect with your prospective customers on multiple channels. Many leads who are not followed up tend to ignore communication from you later once they are cold. Things have changed recently.

Strategy 98

Strategy How To Effort Score Social Media 98

Comm100

MAY 20, 2020

Long gone are the days when customer service teams could offer just one communication channel to their customers. It’s not up to the brand how they communicate to the customer – it’s up to the customer to choose how they speak to the brand. So why is it so important to connect every communication channel together?

Omni-Channel 162

Omni-Channel Customer Service Knowledge Base Communication 162