Comm100

APRIL 27, 2020

Omnichannel routing allows companies to connect customers to the right agent at the right time, instantly and automatically. With this routing rule in place, companies can train agents to be experts in handling interactions coming from a specific customer touch-point. Customer journey.

Omni-Channel 147

Omni-Channel eBook Automotive CRM 147

Storyminers

JULY 7, 2020

After all, most people notice obvious differences—like the ones between businesses and brands—more than the little changes within them. The more adaptive companies will excel at keeping pace with their customers’ changing needs. 2017 won’t be a year of ‘one thing changes one time’. 1 Deepen your customer profile.

Contact Center 147

Contact Center Customer Expectations Management Wireless 147

C3Centricity

NOVEMBER 16, 2014

I am sure such behaviour wasn’t specified in his customer service manual; he took the initiative himself. Isn’t it time you let your own customer service people free to best serve your customers? In most companies interactions with customers are carefully scripted. Call Centre Scripts.

Customer Service 161

Customer Service Connections Social Media Customer Centricity 161

Storyminers

JANUARY 24, 2017

After all, most people notice obvious differences—like the ones between businesses and brands—more than the little changes within them. The more adaptive companies will excel at keeping pace with their customers’ changing needs. 2017 won’t be a year of “one thing changes one time.” 2: Serve before you sell.

Contact Center 133

Contact Center Omni-Channel Brands Hospitality 133

Storyminers

JANUARY 24, 2017

After all, most people notice obvious differences—like the ones between businesses and brands—more than the little changes within them. The more adaptive companies will excel at keeping pace with their customers’ changing needs. 2017 won’t be a year of “one thing changes one time.” 2: Serve before you sell.

Contact Center 50

Contact Center Omni-Channel Brands Hospitality 50

Pointillist

JUNE 7, 2021

As we figure out what comes next in 2021 and beyond, one thing is certain: enterprises must advance their approaches, strategies and tactics to better understand customer behavior and deliver the experiences their customers demand. In this year’s survey, we sought to uncover what separates customer experience leaders from laggards.

Measurement 71

Measurement Survey Customer Journeys Management 71