NICE inContact

AUGUST 27, 2019

Customer experience is the name of the game today, with more brands competing based on customer experience (CX) as a key differentiator than price or product innovation. As we’ve said before, customer experience comes down to how your customers feel about your brand. 1) Be personal. 3) Be results driven.

Connections 149

Connections Tips Social Media Multi-Channel 149

Interactions

JANUARY 26, 2023

The telephone is still a popular customer service and support channel, but unstructured voice communications present security risks and compliance challenges, particularly in a work-from-home (WFH) environment. In an increasingly digital world, people continue seeking ways to make human connections.

Interaction 62

Interaction Customer Service Contact Center Social Media 62

Vonage

MARCH 26, 2018

But in a world seeing rapid advances in artificial intelligence, what price should we put on human interaction? Technology has altered customer service expectations forever. Today’s always-connected consumers are more adept at seeking out their own answers than ever. Never underestimate the power of human interaction.

Interaction 159

Interaction Self Service Poor Customer Service Hotels 159

CSM Magazine

NOVEMBER 24, 2021

Reuters Events are excited to announce the final service & experience webinar of 2021: ‘Supercharging Customer Care: Optimizing Experiences to Drive Business Growth’ featuring senior leaders from EXPO2020, Hootsuite, Getaline Ecommerce & Customer Service Culture! Register now to join live or pre-order the recording!

Customer Care 52

Customer Care Customer Experience Ecommerce Culture 52

Hello Customer

MAY 19, 2021

G iven that customer service is a good way to create customer loyalty, it makes sense that organizations should be investing in it, not cutting costs. Steven Van Belleghem perfectly illustrated why good customer service is essential with this example. ??. Customer Experts. To wrap up.

Competitive Advantage 98

Competitive Advantage Customer Care Customer Centricity Contact Center 98

BlueOcean

OCTOBER 4, 2023

Finding Bilingual Support That Suits Your Customers Best We’re an onshore Canadian contact center outsourcer and pride ourselves on delivering sophisticated (bilingual) customer care through strategic partnership. But what mix of live agents versus AI is best for your business? It’s our thing. So, of course, we’re biased.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Russel Lolacher

APRIL 5, 2021

Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience. People connect with people, not brands – talk like a human. Creativity, empathy, effort, humour… all ingredients to build connection. Oh, it’s been amazing.

Customer Care 98

Customer Care Government Communication Engagement 98

Russel Lolacher

MARCH 8, 2020

Jokes about call centres, humour about customer interactions… and one making a joke about how millennials would be easier to serve if they would just stop starring at their screens. younger generations are finding social media preferable as a means to connect with brands.

Customer Care 80

Customer Care Social Media Comparison Groups 80

Bill Quiseng

NOVEMBER 15, 2023

In the last two weeks, I explained the first and second QUI TAKEAWAYS: CX versus CXM, and customer service versus customer CARE. This week, I will explain the third QUI TAKEAWAY: customer service training versus customer CARE education. QUI TAKEAWAY: Don’t offer customer service training.

Customer Service Training 97

Customer Service Training Customer Care Training Social Media 97

Avaya

SEPTEMBER 19, 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. More online activity—improved customer access to digital interaction channels.

Customer Care 94

Customer Care Contact Center Government Healthcare 94

NICE inContact

MAY 12, 2017

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. In 2017, it became increasingly clear that tracking a customer’s journey needs to be part of a broader corporate imperative to coordinate marketing, selling, service and customer care.

Contact Center 120

Contact Center Connections Conference Case Study 120

Bill Quiseng

NOVEMBER 8, 2023

With the Rule of Three in mind, here is the second QUI TAKEAWAY: Customer service versus customer CARE. So shouldn’t customer service be customer care? At the same time, customer service experts have advocated that the the people in customer service are the frontlines. CARE Magnificently!

Customer Service Representative 88

Customer Service Representative Customer Care Social Media Loyalty 88

BlueOcean

MARCH 13, 2023

Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. The question of the moment is: what role is ChatGPT going to play in delivering a loyalty-building customer experience? Can AI Handle Complex Customer Care?

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

Interactions

OCTOBER 29, 2020

These are defined as important because “they give us confidence, allow our focus to be on the substance of the interaction, and tell us what to do and what to expect others to do in return.” If these basic principles are at the core of your customer interactions, it sets the tone for a good experience.

Customer Care 48

Customer Care Self Service Wait Times System 48

Experience Investigators by 360Connext

JANUARY 23, 2024

Over-Reliance on Chatbots While AI and chatbots are absolutely critical to your overall customer experience strategy, over-relying on them at the cost of human interaction can be detrimental. Customers often crave personal, empathetic connections and some bots simply aren’t up to the task. Spread the joy inside and out!

Trends 143

Trends Self Service Customer Experience Customer Journeys 143

Interactions

MARCH 26, 2020

“Please hold while we connect your call”. After a few failed attempts to cancel the missing card on a bank’s website and mobile app, you get rerouted to call their customer service line. Treat your customers how they want to be treated. This type of technology enables businesses to deploy emotion-based customer care.

Customer Care 71

Customer Care Contact Center Hospitality Travel 71

CSM Magazine

APRIL 26, 2022

Qualtrics, the leader and creator of the experience management (XM) category, today announced Qualtrics Social Connect, a new digital customer service and social listening solution. Qualtrics Social Connect integrates with XM Discover to surface insights and patterns hidden within huge volumes of voice and text conversations.

Social Media 52

Social Media Connections Company Contact Center 52

InMoment XI

OCTOBER 5, 2023

Also, it also serves as a proactive strategy for safeguarding your customer experience , addressing potential issues before they even arise. This approach not only equips brands with insights into issues that customers might not have formally reported but also empowers employees to proactively drive Experience Improvement (XI) initiatives.

Contact Center 486

Contact Center Self Service How To Call Center 486

Russel Lolacher

OCTOBER 28, 2019

74% of Millennials (18-34) and 58% of GenX (35-54) have a better opinion of organizations that provide social media customer care – Microsoft . Building and nurturing these connections can lead to improved internal and external engagement, deeper trust and boosted social capital. Great social customer care can do the same.

Customer Care 45

Customer Care Social Media Engagement Brands 45

Avaya

FEBRUARY 18, 2019

LumenVox, a tech partner in the DevConnect program, enables Avaya customers to increase the effectiveness of outbound messaging applications by detecting the destination party’s media type based on accurate positive voice detection (PVD) and positive answering machine detection (PAMD). Easily Interfaces Avaya Platforms.

Customer Care 43

Customer Care Contact Center Connections Call Center 43

Kayako

MAY 13, 2022

Simply put, customer satisfaction measures whether your products and service meet or exceed your buyers’ expectations. Customer satisfaction affects the bottom line because it is a critical predictor of retention and repeat revenue. Fortunately, customers also like to help themselves. What Is Customer Self-Service?

Self Service 275

Self Service Knowledge Base e-support Policies 275

Bill Quiseng

JANUARY 10, 2024

QUI QUOTES Reminders about Customers and Customer Service 15 QUI QUOTE Reminders about Leadership and Employee Engagement. You can either repeat these QUI QUOTES or remind yourself, your customer CARE team, or your leadership colleagues about these QUI QUOTES which are collectively published this month in 2024.

Leadership 97

Leadership Customer Service Social Media Advertising 97

Think Customers

SEPTEMBER 15, 2015

In April, I posted a blog about the difficulties that sales, marketing, and customer care leaders face in obtaining a truly comprehensive view of customers.

Customer Care 40

Customer Care Sales Connections Marketing 40

InMoment XI

JANUARY 23, 2024

Detailed reviews, helpful information, and updated details about a business can encourage users to interact more with the Business Profile to ask questions, get directions, book an appointment, and more. Connection line over the map, Navigation concept. Respond to reviews.

Strategy 260

Strategy Management Video Feedback 260

Bill Quiseng

MAY 10, 2023

Deliver customer CARE consistently. CUSTOMERS CARE Don’t just serve to sell your products or services to customers. And don’t just serve to satisfy customers. Serve to CARE. COMMUNICATE with each customer with a smile, eye contact, and polite interaction. Create an emotional connection.

Customer Service 78

Customer Service Social Media Loyalty Customers 78

Horizon CX

JUNE 27, 2023

It involves crafting compelling messaging, designing captivating visuals, and building emotional connections to establish a unique brand identity. On the other hand, customer experience from a service delivery perspective focuses on the actual interactions and experiences customers have throughout their journey with a company.

Customer Experience 130

Customer Experience Customer Centricity Culture Brands 130

TechSee

NOVEMBER 7, 2023

Hotpoint partnered with leading computer vision technology company, TechSee to introduce a live video and augmented reality platform, turning their call center into an interactive customer care support team. “Our customers can contact the company through the phone or via social media around the clock.

Customer Experience 124

Customer Experience Call Center Innovation Social Media 124

COPC

FEBRUARY 14, 2018

Today, Nest is on the leading edge of home automation technology, specializing in wifi-connected devices like thermostats, smoke detectors and security cameras. Our Nest thermostat was having a hard time maintaining a connection to our wifi network. So it came time to call Nest’s customer care. Do you know about Nest?

Customer Care 43

Customer Care Customers Connections Loyalty 43

Zeisler Consulting

JANUARY 23, 2024

Often right after I get off an online call, I’m faced with a survey from Zoom or Google, or whatever service we were using: “How was the connection?” The survey that pops up is also pretty efficient, usually: One-through-five stars; How was the video; the audio; the connection… Then on to my next call, quick and simple.

Survey 93

Survey Meeting Video Feedback 93

CSM Magazine

MARCH 20, 2024

The firm collaborates with over 50 industry-leading contact centers, specializing in bespoke, technology-driven, CX-centric customer service solutions, ensuring an ideal partnership for any company, regardless of its size or sector, looking to outsource customer care.

Customer Experience 52

Customer Experience Contact Center Competitive Advantage Exceptional Customer Service 52

CSM Magazine

APRIL 16, 2024

The Importance of Exceptional Customer Support In the virtual arena of online gambling, where competition is fierce, customer support can be the differentiator that sets an establishment apart. It is one of the most important things that keeps players connected and engaged with the platform.

Tips 52

Tips Knowledge Base Multi-Channel Self Service 52

Natalie Petouhof

JUNE 12, 2015

Tweet Social Customer Care has become an expectation amongst consumers. In this session learn how HP, ALEX AND ANI and Honeywell not only provide exceptional service to their customers through social channels, but how they capitalize on these interactions as a marketing opportunity. Speakers: Jessica Woodbury, Sr.

Customer Care 40

Customer Care Social Media Connections Marketing 40

COPC

JANUARY 9, 2024

Interview with Lance Gruner, Executive Vice President of Mastercard Global Customer Care Mastercard recently achieved certification to the COPC Customer Experience (CX) Standard for Customer Operations , a first for a Fortune 500 company. We aimed to make transactions not just safe but also simple, smart, and accessible.

Customer Experience 75

Customer Experience Net Promoter Score Guidelines Customer Care 75

BlueOcean

AUGUST 26, 2019

Blue Ocean, a North American provider of customer care solutions, is excited to announce the new face of Blue Ocean at blueocean.ca. When Blue Ocean embarked on the website redesign journey, the primary goal was to center the focus around the total customer experience.

Customer Experience 136

Customer Experience Video Customer Care Tips 136

Comm100

JANUARY 13, 2022

Omnichannel support not only offers customers the choice to find the answer to their questions via live chat, chatbot, social media, email, SMS, and a knowledge base. Accessibility in CX excellence means making it easy for your customers to interact with you. Identify what channels your customers want to use.

Omni-Channel 164

Omni-Channel Customer Experience Chatbots Knowledge Base 164

Comm100

NOVEMBER 13, 2022

The state of customer service is always changing, and brands must keep up. Customers now use an average of nine different channels to connect with companies, and they expect the support they receive on these channels to be fast, convenient and personalized. This is where omnichannel customer service comes into play.

Omni-Channel 212

Omni-Channel Customer Service Chatbots Social Media 212

Hallmark Business Connections

OCTOBER 27, 2020

* This article was originally published on AdAge March 3, 2020, prior to the widespread recommendation of social distancing and limited in-person interactions. Facebook’s dating app, co-working spaces, adult dormitories and friendship apps are all positioned as ways for people to create meaningful offline connections.

Company 98

Company Airlines Telecommunications Social Media 98