CSM Magazine

FEBRUARY 12, 2024

Businesses are continuously on the lookout for innovative approaches to enhance their customer outreach and engagement strategies. However, one essential element of customer communication often goes unnoticed – outbound voice communication. In addition, outbound voice communication is not only about sales.

Communication 52

Communication Strategy Contact Center Software Contact Center 52

Totango

JULY 22, 2022

When facing a struggling economy, it’s more important than ever to keep your customers engaged and reminded of why your products and services are critical to their success. At Totango, our goal is always to provide the best possible tools to help you meet and exceed your customer success goals in both good and challenging economic times.

Communication 100

Communication NPS Case Study Metrics 100

NobelBiz

DECEMBER 5, 2023

Business call forwarding is a vital tool that seamlessly redirects incoming calls to ensure constant communication with clients and colleagues. It offers enhanced flexibility and customization compared to traditional methods, allowing businesses to tailor their call management strategies.

Communication 104

Communication Contact Center Contact Center Software Customer Satisfaction 104

NobelBiz

NOVEMBER 20, 2023

In an era defined by digital communication, mastering the art of business calls is non-negotiable. Welcome to the definitive guide on setting up a Virtual Phone System (VPS) – your ticket to seamless, efficient, and customer-centric communication.

System 103

System Communication Contact Center Self Service 103

Totango

AUGUST 5, 2021

Strategies for communicating with upset customers can help you retain clients and transform escalations into opportunities. In this blog, we’ll look at some common causes of customer communication problems before presenting four effective strategies for managing difficult conversations. Miscommunications.

Communication 118

Communication Strategy Chatbots Customer Journeys 118

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. We know a seamless outsourcing transition is essential for maintaining operational efficiency and customer satisfaction, and you need to go on the transition journey with a team of people you barely know.

Customer Care 177

Customer Care How To Sports Case Study 177

Magellan Solutions

MAY 21, 2023

Are you ready to make your brand more appealing to diverse customers ? Businesses deal with different types of customers every day, including those with foreign languages, such as Spanish, Chinese, Arabic, Korean, etc. Bilingual Answering Services are a type of customer service that involves bilingual customer service agents.

Meeting 98

Meeting Call Center Average Handle Time First Call Resolution 98

Comm100

JULY 23, 2019

Can you imagine a customer service agent hanging up on you? How to Hang Up on Customers and Excel at Customer Service” is a course that no one offers, ever. So why would you risk it going offline because your chat vendor can’t meet your availability requirements? We’ve even abandoned a call that we started.

Communication 114

Communication Social Media Chatbots Customer Centricity 114

Comm100

FEBRUARY 17, 2022

Thanks to technology, Gen Z have grown up surrounded by first-class customer experience, enjoying exceptional levels of convenience, speed, and personalization. With such lofty CX expectations, schools must improve student support to meet these expectations. So what are the key ways to improve higher education customer service ?

Meeting 130

Meeting Social Media Chatbots How To 130

ShepHyken

JUNE 12, 2023

It also enhances communication internally and externally, making it easy for your team to delight your customers with less effort in less time. Up-to-date and consistent messaging ensures customer delight. Proactively communicate changes that could impact customer experience. ” “Speak to your customers.

Communication 62

Communication e-support Customer Centricity Loyalty 62

ShepHyken

APRIL 28, 2023

This week, we feature an article by Marcelle Santos, a copywriter at TextExpander , a software that helps individuals and teams communicate efficiently and consistently with their customers. She shares why customer standards matter and how your organization can meet them. Raise your customer service standards.

Meeting 64

Meeting Customer Service Self Service Customer Service Representative 64

Stella Connect

NOVEMBER 29, 2021

There are some brands that seem to just get it, that understand customer wants and needs and are able to meet and exceed those expectations in the moment, at any given moment in time. . And what sets these customer-centric leaders apart from the rest? 4 Strategies for Meeting and Exceeding Customer Needs. #1:

Meeting 84

Meeting First Call Resolution Poor Customer Service Effort Score 84

NICE inContact

SEPTEMBER 26, 2019

Here’s the problem: 91% of customers expect a seamless experience when moving from one method of communication with a company to another (e.g., Yet only 24% of businesses give themselves an excellent rating in providing this seamless customer experience (CX). How are early adopters investing in AI in customer service today?

Meeting 137

Meeting Self Service Contact Center Chatbots 137

Comm100

FEBRUARY 17, 2022

Thanks to technology, Gen Z have grown up surrounded by first-class customer experience, enjoying exceptional levels of convenience, speed, and personalization. With such lofty CX expectations, schools must improve student support to meet these expectations. So what are the key ways to improve higher education customer service ?

Meeting 130

Meeting Social Media Chatbots How To 130

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. We spoke to Messina on a recent podcast about this concept and how it applies to customer-driven growth. Bot platforms had informal interactions over the platform with customers.

Meeting 166

Meeting Social Media Call Center Multi-Channel 166

Comm100

NOVEMBER 8, 2018

Top Types of Customer Communication Channels. Customers are the lifeblood of your business, so it makes sense that they should also be the motivating factor behind any major business decisions. And customers themselves may be vocal about the need for new channels to be added.

Communication 127

Communication Social Media Knowledge Base Chatbots 127

Quadient

MAY 23, 2022

Contact Center Wrap-Up—Where the Rubber Meets the Road. Customer experience (CX) is the new marketing battleground. So, if customer experience is the new battleground, then the contact center is out front leading the charge. That’s where the rubber meets the road. Marissa Feigen. Mon, 05/23/2022 - 12:58.

Contact Center 105

Contact Center Meeting Social Media Call Center 105

Comm100

FEBRUARY 17, 2022

Thanks to technology, Gen Z (born 1997-2012) have grown up surrounded by first-class customer experience, enjoying exceptional levels of convenience, speed, and personalization. With such lofty CX expectations, schools must improve student support to meet these expectations. How can higher education meet student support expectations?

Meeting 130

Meeting Social Media Chatbots Omni-Channel 130

Experience Investigators by 360Connext

MARCH 5, 2024

There is an undeniable link between the customer experience (CX) and the employee experience (EX). But don’t just take my word for it: Engaged employees are proven to create better customer experiences. When organizations improve employee satisfaction, they also improve customer satisfaction. in both areas.

Employee Experience 260

Employee Experience Customer Journeys Customer Experience Net Promoter Score 260

PeopleMetrics

MAY 13, 2020

As the world of work continues to change in the face of the COVID-19 pandemic, communication skills are increasingly seen as the crucial glue that holds a company together. Working remotely , uncertainty in the workplace and disconnection from colleagues mean that communication in the workplace must be more effective than ever.

Employee Experience 116

Employee Experience Communication CEM e-support 116

Beyond the Arc

AUGUST 19, 2020

We've seen organizations focus on delivering an excellent customer experience, but then overlook one critical area. The product meets customer needs, the organization is easy to do business with, but client communications are cold, and maybe even off-putting. When you're writing a [.]. When you're writing a [.].

Communication 98

Communication Meeting Customer Experience Customers 98

CSM Magazine

JANUARY 17, 2024

From the audience perspective, customers use it to keep updated about the latest products, brands and deals. This communication format gained huge traction following the COVID-19 pandemic where remote working became the need of the hour. How Can Enterprise Video Platforms Transform Communication?

Video 52

Video Communication Training Social Media 52

InMoment XI

APRIL 3, 2024

For as long as there has been business, there have been customers. And for as long as there have been customers, businesses have had to prioritize creating a positive customer experience. The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action.

Customer Expectations 260

Customer Expectations Meeting Customer Experience Touchpoint 260

Experience Investigators by 360Connext

MARCH 5, 2024

Prepare to unlock the secrets of preempting client anxiety with proactive communication, and discover how a Customer Experience Mission Statement can become your North Star, guiding every client interaction to reflect your company’s core values. Then, we switch gears to celebrate the heartening bonds we forge with our clients.

Customer Experience 143

Customer Experience Customer Journeys Resources Customers 143

Quadient

JULY 26, 2022

Choosing your Customer Communication Channels in 2022. Thirty years ago, customer communications were relatively straightforward. With so many channels available to communicate with your customers, how do you determine the right channel? What are Customer Communication Channels? j.shah-thiel.

Communication 52

Communication Social Media Omni-Channel Chatbots 52

Ecrion

JANUARY 28, 2020

The future of customer communication could mean the future of your business. If you fail to meet their expectations, they will go to your competitors. The way you communicate your customers has a direct impact on their experience and behavior. AI Is Shaping Customer Service.

Communication 71

Communication Trends Self Service Chatbots 71

Quadient

OCTOBER 10, 2022

From Volume to Value: Switching Customer Communication KPIs. When I talk to our CXM customers, one of the most prevalent issues they face is persuading their colleagues to invest in communications transformation. Communications affect the whole company, but each department often only owns one element.

Communication 52

Communication Banking Average Handle Time Social Media 52

Daniel Group

APRIL 16, 2021

Communicate with Me Now! Three Powerful Tips for Effective CX Communication. Are you ready to give customers what they want from you? Effective CX Communication: Are you talking to your customers? Consistent CX: Do your customers know what to expect? Does Communication Really Matter that Much in CX? .

Communication 98

Communication Tips Net Promoter Score NPS 98

natero

JUNE 26, 2018

Today, customers interact with vendors in a variety of ways across many different channels. While this new era of communication is great for the customer, it can pose a significant challenge for Customer Success Managers (CSMs) who must keep up and stay in sync with their entire portfolio of accounts.

Communication 81

Communication Customers Customer Success Meeting 81

Ecrion

JULY 15, 2020

In fact, customers now value personalization more than price, so your company must treat your customers as individuals. Find out how in our infographic covering 9 ways you can personalize customer communications with CCM: Use a Comprehensive CCM solution. Adapt Communications to Customer Demands.

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Infographics Communication Self Service Interaction 97

Comm100

AUGUST 17, 2022

Shep Hyken, CX expert and a New York Times best-selling author sat down with Chris Bechtel, Vice President of Global Marketing at Comm100, to discuss the state of customer experience (CX) today. They discussed why and how CX expectations have grown so high, what brands can do to meet these demands, and Shep’s opinion on the future of CX.

Meeting 177

Meeting How To Airlines Virtual Agent 177

Comm100

NOVEMBER 15, 2022

There’s no doubt that telephone remains a stalwart customer service channel. In Salesforce’ latest research, they found that 57% of customers prefer to engage through digital channels. Secondly, today’s consumers have high customer service expectations that traditional telephone and email support can’t deliver.

Omni-Channel 202

Omni-Channel Chatbots Social Media Software 202

Gainsight

MARCH 25, 2020

Companies, as well as their employees, are learning to adapt to the new normal of working from home, the economic fallout from the crisis, the business impact to their customers—the list goes on. My teammates and their families are going through the same issues, and our customers are feeling the financial impact of business uncertainties.

Communication 143

Communication Fashion Hospitality Financial 143

Wired and Dangerous

AUGUST 26, 2019

There are restaurants that communicate what they think of young guests by the size of their “children’s menu.” Some laminate their menus giving you the distinct perception they are not changing with customer desires. Customers today evaluate their experience in part by your service menu—the number of choices and options you provide.

Customer Expectations 127

Customer Expectations Meeting Customers Communication 127

Customer Bliss

SEPTEMBER 27, 2018

“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales.

Communication 222

Communication Chief Customer Officer Customer Care Customer Success 222