InMoment XI

JANUARY 10, 2024

In an omnichannel contact center, customers can interact with a business through channels such as phone calls, emails, chat, social media, and more. What distinguishes it from multichannel systems is the integration of these channels, allowing customers to switch between them without losing the context of their interactions.

Contact Center 260

Contact Center Omni-Channel Customer Satisfaction Retail 260

InMoment XI

JANUARY 23, 2024

The Google Local Guide program features a global community of users that companies can engage with to support their marketing activities, build brand reputation, manage online reviews and ratings, and improve online search visibility and exposure. The Local Guides program is for individuals, not businesses.

Strategy 260

Strategy Management Video Feedback 260

Education Services Group

MAY 12, 2021

This spring’s virtual TSIA Interact was certainly no exception, with three days of sessions from TSIA researchers and industry-leading companies and experts. I must say, TSIA Interact Spring 2021 event was quite possibly one of the most engaging and insightful virtual events I’ve attended in the CS industry in my career thus far!

Interaction 98

Interaction Customer Journeys Touchpoint Customer Success 98

Storyminers

JANUARY 12, 2017

It was his indomitable spirit and the breadth of his impact that attracted us to pay him homage by naming our company after him. Here’s the video. The post Galileo: A True Interactive Visionary appeared first on Storyminers. We wish Galileo himself could have seen it!

Interaction 154

Interaction Travel Video Innovation 154

Beyond Philosophy

OCTOBER 13, 2022

Why Video is the Untapped Jewel to Greatly Enhance Your Customers’ Experience. Jóhann Hannesson , Lead Product Manager and the head of Web Development at Streem , says that video could be the missing link between your customer and the expert in the contact center. Video can be the untapped jewel of your experience design.

Video 88

Video Contact Center Customer Experience Net Promoter Score 88

InteractionMetrics

JUNE 10, 2021

Fed up with disappointing customer service and inane customer feedback surveys, Martha Brooke founded Interaction Metrics in 2004. Interaction Metrics research methods and workshops are the most scientific, yet cost-effective in the Customer Experience industry.

Metrics 52

Metrics Interaction Brands Survey 52

NICE inContact

APRIL 24, 2019

It’s this critical last mile of the journey that customers directly interact with the business for business issues like sales forms, renewals, loan applications, insurance claims, debt collection and billing disputes. Last mile interactions are the most valuable and critical part of the customer journey. Last Mile CX Challenges.

Company 178

Company Contact Center Omni-Channel Insurance 178

Kayako

MARCH 21, 2018

I would have probably needed more time getting through the teething phase had it not been for Kayako’s training videos. These videos covered core and advance product features, internal procedures, and customer service best practices that one could watch and learn at their own pace. What do you need to make great training videos?

Customer Service Training 140

Customer Service Training Video Training Customer Service 140

Experience Investigators by 360Connext

MARCH 26, 2024

Unlock the future of customer experience as I, Jeannie Walters, team up with Greg Kihlström from the Agile brand to dissect the fascinating blend of strategy and technology that’s shaping how we interact with businesses today. Venture further into the realm of engagement with us as we spotlight the trend of shoppable video content.

Banking 178

Banking Advertising ROI B2B 178

SaleMove

APRIL 2, 2021

Tips and Tricks for Outstanding Video Customer Service Experiences. Video is becoming a standard medium for interacting with customers. Between market globalization and social distancing, providing digital customer service via video can add a personal touch to interactions. Business-Friendly Video Backgrounds.

Video 52

Video Conference Connections Interaction 52

Storyminers

JANUARY 12, 2017

It was his indomitable spirit and the breadth of his impact that attracted us to pay him homage by naming our company after him. Here’s the video. The post Galileo: A True Interactive Visionary appeared first on Storyminers. We wish Galileo himself could have seen it!

Interaction 100

Interaction Travel Video Innovation 100

TechSee

APRIL 22, 2024

In today’s fast-evolving service landscape, companies are continuously innovating to improve customer experience (CX). They need these interactions to be quick and hassle-free. To foster true positive engagement, all customer interactions must be straightforward and effortless. Already have a mobile app?

Innovation 109

Innovation How To Sports Video 109

Magellan Solutions

JUNE 17, 2021

How video transcription outsourcing came to be. Closed captioning your videos with our video transcription service helps your brand create a better online presence. With the written word now associated with your video, it will appear in search engines. Police interrogation video. Music video. Movie scripts.

Video 52

Video Guidelines Social Media Conference 52

Eptica

DECEMBER 11, 2020

Date: Friday, December 11, 2020 Author: Pauline Ashenden - Demand Generation Manager The benefits of bringing video into the contact centre. Author: Pauline Ashenden - Demand Generation Manager Thanks to the pandemic and the spread of technology, video has become a much larger part of how we all communicate. Share this page on: Tweet.

Video 66

Video Trends Communication Consumers 66

SurveySparrow

JULY 20, 2023

Every interaction, every click, every purchase, they’re leaving a trail of breadcrumbs known as ‘Customer Experience Insights.’ Customer Experience Insights refer to the wealth of data procured from the interactions and behaviors of customers with your brand. What is Customer Experience Insights?

Company 52

Company Customer Experience Social Media Analysis 52

Eptica

MARCH 20, 2020

Date: Friday, March 20, 2020 Author: Pauline Ashenden - Marketing Manager The importance of video connectivity in today’s crisis. How can businesses support them effectively using technology, especially video connectivity? How can businesses support them effectively using technology, especially video connectivity?

Video 72

Video Connections Self Service Culture 72

ViiBE Blog

AUGUST 31, 2020

Customers and companies alike have adapted in unique ways to handle the challenges of the pandemic. The key differentiator is visible in companies that embraced adaptation. While this puts increased pressure on companies to provide increasing levels of support, customers have also taken it upon themselves to be more independent.

Company 98

Company Omni-Channel Self Service Travel 98

Education Services Group

OCTOBER 27, 2020

This year’s virtual TSIA Interact was certainly no exception, with three days of sessions from TSIA researchers and industry-leading companies like Salesforce, Okta, Oracle, SAP, Cisco, Aruba, HPE, and Genesys, and even a session led by ESG CEO Michael Harnum. The TSIA Interact sessions I attended were all fantastic.

Interaction 52

Interaction Conference Customer Journeys Customer Success 52

Comm100

AUGUST 1, 2023

Personalization in customer service – What is it and how to deliver it 71% of consumers expect companies to deliver personalized interactions, according to the latest McKinsey & Co. 78% of consumers are more likely to make repeat purchases from companies that provide a personalized experience, according to McKinsey & Co.’s

Customer Service 159

Customer Service How To Omni-Channel Video 159

ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Customer service training videos have been used for decades by companies to improve customer interactions with employees. Let’s take a look at some notable customer service videos to get an idea of the basics. Some people are a natural fit for customer service.

Customer Service Training 52

Customer Service Training Video Training Customer Service 52

ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Customer service training videos have been used for decades by companies to improve customer interactions with employees. Let’s take a look at some notable customer service videos to get an idea of the basics. Some people are a natural fit for customer service.

Customer Service Training 52

Customer Service Training Video Training Customer Service 52

TechSee

NOVEMBER 7, 2023

The company’s colleagues are tasked with liaising with customers, diagnosing faults, and carrying out repairs either via a mobile phone or by an engineer in person. And lastly, by reducing technician visits the company hoped to improve on its environmental sustainability efforts, reducing the number of technician trucks on the road.

Customer Experience 124

Customer Experience Call Center Innovation Social Media 124

Team Support

MAY 1, 2020

Living in a world where remote work is now common, more companies are leveraging video technology than ever before to keep in touch internally and with customers. Be it company-wide staff meeting or leadership calls, video has become an important part of how we work. What’s the next step internally?

Video 71

Video Technology Groups Leadership 71

Call Experts

AUGUST 5, 2021

Interactive voice response systems, commonly referred to as IVR systems , are phone-based call centers that connect callers and users through automated voice tree menus and other telephone features. In this short article, we’ll address the concern, “What is an IVR (interactive voice response system)?”

System 52

System Interaction Self Service Wait Times 52

TechSee

FEBRUARY 19, 2024

Customer experience automation is rapidly evolving, reshaping how companies engage with customers and clients. 64% of consumers expect real-time responses from companies. The further infusion of Generative AI , such as LLMs, could further enhance digital customer interactions, making them more efficient.

Virtual Agent 124

Virtual Agent Chatbots Training Interaction 124

Quadient

JANUARY 21, 2022

How insurers can user personalized video to improve customer experience. More than ever, companies are turning to personalized customer experiences to differentiate themselves and compete in challenging markets. When your interactions look and feel personal, customers will feel you understand their needs. Andrea Haughton.

Insurance 52

Insurance Video Customer Journeys Customer Experience 52

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. Maybe it happened two days ago, and they just now have the time to contact you or the company.

Metrics 151

Metrics Customer Service Measurement Customer Service Training 151

2020 Research

AUGUST 30, 2022

Schlesinger Group worked with a phone company to perform digital qualitative research to generate insights for use in an iterative website user experience (UX) redesign. The phone company had thousands of web properties as part of its e-commerce store. The phone company now has a selection of design draft candidates.

Company 52

Company e-support Groups Video 52

Comm100

MAY 4, 2023

Personal, human interactions. Live chat allows banks and other financial institutions to bring the personal touch back into virtual interactions. This can help to establish a personal connection between the customer and the bank as the conversation closely mimics a face-face interaction. This is where live chat comes in.

Banking 130

Banking Customer Experience Multi-Channel Video 130

Alliance by IFS

MARCH 28, 2019

To do so, companies must align their operational strategies with service expectations. We compiled 3 short videos outlining the three main building blocks that set best-in-class service organizations apart. But in order to fully utilize contingent labor, companies must effectively onboard and manage these temporary employees.

Video 90

Video Customer Satisfaction Customer Centricity Knowledge Base 90

NobelBiz

SEPTEMBER 23, 2021

Daryl thinks companies should leverage mobile technology because mobile apps redefine how customers are interacting with a business, in a seamless experience. The post VIDEO: Why You Need to Try Mobile Apps in Your Contact Centers appeared first on NobelBiz®.

Contact Center 52

Contact Center Video Interaction Technology 52

Customer Bliss

NOVEMBER 28, 2017

How do you transform the culture and operations of your company to benefit the lives of your customers? He shared that the company went through a big transformation in 2016, and after the transformation, they decided it would be beneficial to focus on customer experience. Determine What Your Customers Value and What Makes Them Happy.

Culture 197

Culture Customer Centricity Customer Journeys Company 197

CSM Magazine

JANUARY 13, 2022

Even as people are watching more video entertainment at home and investing in entertainment systems that make some theaters blush, movies are constantly breaking new records. Businesses have discovered ways to tap into this natural desire and timeless medium by using video content to further their goals and improve the bottom line.

Video 52

Video Entertainment Insurance Software 52

Team Support

SEPTEMBER 29, 2020

CIO Review: In your interactions with customers, what sense do you get of the challenges they face now in the CRM space and how is TeamSupport? For many in B2B, those in-person meetings have been a vital method for building and maintaining rapport, and now they have to use video calls to accomplish the same.

Customer relationships 89

Customer relationships Company B2B CRM 89

Alida

APRIL 22, 2016

With over 2,000 videos available to the public, the TED website is one of the best free resources available for customer intelligence professionals today. If you are a market researcher, an insight professional or user of insight, TED videos could be a source of lessons and inspiration.

Video 100

Video eBook Exercises Leadership 100

Alliance by IFS

JULY 10, 2018

Nearly every mobile app, software application and website people interact with is integrated into multiple other applications and data sources without anyone ever thinking about it. Watch this new video on Integration Best Practices to see for yourself how Astea Alliance begins to drive digital transformation.

Video 50

Video Software Interaction Self Service 50

CSM Magazine

SEPTEMBER 22, 2022

For new and developing companies, reputation is the ultimate goal. New companies can take advantage of these ten detailed tips on how to build brand trust: What Is Brand Trust? Companies are faced with this question, but what is brand trust really? New companies should captivate and solve the problems of a target group.

Brands 52

Brands Company Social Media Self Service 52