CSM Magazine

JULY 27, 2022

For many businesses, the customer journey stops once the ink has dried on a contract or a purchase has been made. Once a prospect turns into a customer – whether they’re contracted to your business or they make infrequent purchases – you need to retain them and ensure they become loyal to your brand. Be contactable and prompt.

Customer Journeys 64

Customer Journeys Loyalty Omni-Channel Consumers 64

ShepHyken

JUNE 24, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell. My Comment: Here is a great testimonial to the combination of a great customer experience and product. Here are my top five picks from last week.

Customer Service 114

Customer Service Poor Customer Service Tips Hotels 114

Beyond Philosophy

AUGUST 17, 2015

As customer experience consultants who focus on the emotional elements of service and product customer experience and value delivery, we are often asked about the behavioral role of tangible, rational, and functional elements of value and experience. delivery timing rate did not drive higher customer loyalty. Think about it.

Omni-Channel 60

Omni-Channel Multi-Channel Hotels Banking 60

Think Customers

OCTOBER 4, 2021

Customers want to reach brands on their own terms, whenever, wherever. Chatbot and messaging capabilities are the essential tools needed to provide this 24/7, personalized customer service. Let’s explore their differences to find the right fit for customer needs. But these two platforms aren’t interchangeable. What’s a chatbot?

Chatbots 52

Chatbots Self Service Contact Center Omni-Channel 52

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

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

TechSee

DECEMBER 12, 2017

Are you part of the 80% of enterprises that feel their current customer service systems do not meet their future needs? To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints.

Omni-Channel 143

Omni-Channel Customer Experience Contact Center Touchpoint 143

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service.

Call Center 59

Call Center Self Service Software Contact Center 59

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. Today’s consumer wants choice.

Omni-Channel 162

Omni-Channel Customer Service Knowledge Base Communication 162

Comm100

APRIL 6, 2020

We are of course, referring to what people are calling ‘omnichannel’. Its effectiveness has been proven across industries, and its uses have expanded into many areas, from marketing to customer service. Its popularity comes as no surprise when you look at the stats: companies with strong omnichannel customer engagement see a 9.5%

Omni-Channel 130

Omni-Channel Customer Engagement Engagement Chatbots 130

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. Today’s consumer wants choice.

Omni-Channel 130

Omni-Channel Customer Service Knowledge Base Communication 130

Uniphore

DECEMBER 17, 2021

In fact, more than four out of ten members (43%) report that they prefer the call center as the primary channel for communicating about their health plan. on a 100-point scale for customer satisfaction, which Forrester categorizes as an “OK” rating. What’s the key to driving improved customer satisfaction?

Self Service 130

Self Service Healthcare Contact Center Effort Score 130

Team HGS

FEBRUARY 6, 2018

HGS recently released a white paper on this year’s top 10 trends in customer service. 10: Digital Assistance—Voice Search, highlighting strategies designed to drive the right answer, fast, for your customers—to ultimately result in a higher CSAT and NPS score for your business. Here, we dissect CX Trend No.10:

Trends 45

Trends Contact Center Exceptional Customer Service Omni-Channel 45

RapportBoost

NOVEMBER 15, 2018

At Customer Contact Week in Austin last month, we noticed how the discussions surrounding chat training and onboarding stood out far more than in previous conferences. In many cases, they do not have the internal expertise or skill to enable a chat channel, so they look to outside resources to assist them with the setup and implementation.

Training 71

Training Call Center Telecommunications Exercises 71

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. For years, many companies struggled to cobble together the best customer experiences they could. Cut to everyone heralding the premature death of omnichannel. What is Digital Omnichannel?

Omni-Channel 100

Omni-Channel Social Media Knowledge Base Touchpoint 100

Kitewheel

SEPTEMBER 16, 2019

Today it’s unlikely that any member of a business would not know that customer journeys and customer journey analytics are table stakes. Most companies realize that competing on customer experience is essential to lead the market. Data is the First Step . Businesses have bucket-fulls of data, more-so than ever before.

Measurement 40

Measurement Customer Journeys Omni-Channel ROI 40

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. For years, many companies struggled to cobble together the best customer experiences they could. Cut to everyone heralding the premature death of omnichannel. What is Digital Omnichannel?

Omni-Channel 131

Omni-Channel Social Media Average Handle Time Knowledge Base 131

Comm100

JANUARY 6, 2022

If you found out that your customers would pay more for a better customer experience (CX), would you consider investing in improving this experience? 67% of customers said they would spend more money if they received a better customer service experience. What is digital customer experience excellence? .

Customer Experience 215

Customer Experience Omni-Channel Chatbots Social Media 215

Vonage

SEPTEMBER 21, 2017

No social customer care program can be successful without the right people interacting with your customers and prospects. The first question people usually ask when thinking about hiring for a Social Customer Care team is whether they should prioritize Customer Service experience or social media prowess.

Customer Care 174

Customer Care Omni-Channel Social Media How To 174

Vonage

OCTOBER 2, 2017

No social customer care program can be successful without the right people interacting with your customers and prospects. The first question people usually ask when thinking about hiring for a Social Customer Care team is whether they should prioritize Customer Service experience or social media prowess.

Customer Care 174

Customer Care Omni-Channel Social Media How To 174

Uniphore

JANUARY 4, 2022

White Papers. Self Serve Omnichannel AI-driven intelligent virtual assistant (IVA). Analyze Analytics and insights from 100% of interactions across all channels. Uniphore Collaborates with Cisco to Enable Better Customer Experiences. Discover new ways to build and enhance contactless relationships with customers.

Contact Center 317

Contact Center Innovation Multi-Channel Customer Retention 317

Comm100

APRIL 26, 2020

Fast-forward today, and the concept of customer experience (CX) has taken on a far larger meaning and importance within almost every industry. In fact, according to Forrester , 72% of businesses say that improving the customer experience is their number one priority. I came into CX through the left-field of Customer Service.

Omni-Channel 130

Omni-Channel Culture Customer Centricity Self Service 130

NICE inContact

NOVEMBER 9, 2018

But contact centers are not built to serve managers, they are built to serve customers. Be there when your customers need you. When customers call, they want their problems solved fast. Be there when your customers need you. When customers call, they want their problems solved fast. What does this mean?

Contact Center 122

Contact Center Contact Center Software Self Service Chatbots 122

Kustomer

AUGUST 4, 2023

This is a guest post by Lindsay Willott , CEO of Customer Thermometer. Of the 1,000 “connections” you have across social channels or languishing in your contact list, how many do you know well enough to pick up your last conversation where it left off? Not many, if you’re anything like me. Congratulations! That means emojis.

Feedback 52

Feedback Insurance Omni-Channel Travel 52

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To understand customers, the effective enterprise needs to think in human, emotional terms. But, there is little that is really new or trailblazing in this idea.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

Bold360

FEBRUARY 16, 2017

Seeing someone who can help you, whether you are using a website or an offline store is essential to a full customer experience. Maybe your customers want to buy a product or a service which isn’t immediately in view. Think about the process your customer needs to go through to get these answers. Keep Listening. Keep Track.

Chatbots 80

Chatbots Omni-Channel Self Service Analytics 80

Kustomer

AUGUST 30, 2018

This is a guest post by Lindsay Willott , CEO of Customer Thermometer. Of the 100 or 1,000 “connections” you have across social channels or languishing in your ages-old contact list, how many do you know well enough to pick up your last conversation where it left off? Not many, if you’re anything like me. Congratulations!

Feedback 65

Feedback How To Insurance Omni-Channel 65

Comm100

OCTOBER 11, 2017

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. Introduction. Download Free.

Social Media 116

Social Media Customer Service Strategies Strategy Customer Service 116

ENGAGE.cx

NOVEMBER 12, 2015

We actually think the quantity of the customer data isn’t the problem at all. Rather, the problem for CMOs is how customer data is currently being used, and in many cases, not used. This means that companies must get to know each and every customer on a personal level. Companies need to have a fundamental shift in focus.

Data 40

Data CRM Omni-Channel Study 40

Qualtrics

JULY 2, 2020

How should we be thinking about using digital transformation and strategy to increase sales and penetration with customers? This is the customer value conversation. Ask yourself as a business - ‘What problems are you solving for your customer?’ Then they went mobile with an app and began looking to leverage more channels.

B2B 26

B2B Omni-Channel Brands Sales 26