Kayako

MAY 13, 2022

Today’s customer expects efficient, seamless interactions with products, services, and customer service help across various devices. Fortunately, customers also like to help themselves. The portals also automate routine customer issues such as changing account information or passwords. White papers.

Self Service 275

Self Service Knowledge Base e-support Policies 275

Comm100

OCTOBER 17, 2017

Before “customer service” was even a thing, the Seven Deadly Sins existed as a guideline for moral living. Perhaps somewhat surprisingly, some of these “old school” lessons still have a place in the society of today, and have significant overlap with bad customer service practices. avaritia / Greed. acedia / Sloth.

Customer Service 126

Customer Service Social Media Customer Satisfaction Customers 126

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. So, what should you look at when planning or evaluating your customers’ digital journey? White Paper.

Customer Journeys 100

Customer Journeys Social Media B2C Omni-Channel 100

Vonage

JUNE 23, 2017

If it was good, it might prompt a customer to pick up the phone or email an inquiry. But, today a good website is about offering up new content, sometimes daily (or even more often), in the form of articles, white papers, videos and even games. Customers can post comments and interact. Is it customer service?

Customer Experience 193

Customer Experience Marketing Advertising Customer Service Training 193

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. So, what should you look at when planning or evaluating your customers’ digital journey?

Customer Journeys 210

Customer Journeys Social Media B2C Omni-Channel 210

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. 70% of shoppers have stopped buying goods or services from a company after experiencing poor customer service. Were any of us, really, surprised as customers?

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

SaleMove

JULY 9, 2021

Driven by the convenience of online shopping, insurance companies are now expected to provide information that helps customers learn about policies, compare options and even complete an application from virtually any connected device, 24/7. “To

Insurance 52

Insurance Sales Abandon Rate Customer Centricity 52

CSM Magazine

SEPTEMBER 15, 2021

Today, intelligent marketing service Upside releases its first industry white paper on retail loyalty, which identifies that the value of one loyal customer is equal to that of twenty-two non-loyal customers.

Retail 52

Retail Report Banking Tips 52

CSM Magazine

JULY 27, 2022

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. What will loyal customers do for your business? Customers should be rewarded for loyalty. Offer loyalty benefits. About the Author.

Customer Journeys 64

Customer Journeys Loyalty Omni-Channel Consumers 64

Andrew Mcfarland

SEPTEMBER 23, 2022

It also helps to increase brand awareness and improve customer service. In addition, webinars, white papers, and video content are essential for establishing credibility. The process starts with connecting with a buyer. This human-to-human interaction requires a customized approach.

Competitive Advantage 48

Competitive Advantage Touchpoint Meeting Sales 48

ShepHyken

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Even millions!

Social Media 87

Social Media Self Service Customer Service Marketing 87

CSM Magazine

SEPTEMBER 11, 2019

Guest speaker is Claire Rowland , author of Designing Connected Products: UX for the Consumer Internet of Things. . Kris Oldland, Editor-in-Chief of Field Service News, will chair a panel of innovators in Mobile Workforce. The bright minds of service will discuss today’s challenges and share their learnings.

Innovation 45

Innovation Customer Satisfaction Consumers Communication 45

Bold360

NOVEMBER 16, 2016

Living inside their Messenger platform, M (Facebook Messenger’s virtual assistant) was billed as the next generation of how people connect and interact with the internet. Also called “support bots” when used in customer service, they offer instant answers and intuitive connectivity.

Chatbots 40

Chatbots Customer Service Self Service Customers 40

CSM Magazine

JUNE 2, 2021

As the loyalty industry reinvents itself after the shock of Covid, Tom’s focus will be on helping clients navigate the big emerging loyalty trends and the move towards experiential benefits and emotional connection over points-based programmes.

Loyalty 52

Loyalty Travel Fashion CRM 52

Service Untitled

NOVEMBER 8, 2012

Now comfortable furniture set in inviting waiting rooms with late edition magazines and soothing music welcome a patient and makes them immediately feel more comfortable and connected in what is now the competitive field of health care. photo by: The National Guard.

Customer Service 53

Customer Service Wait Times Hospitality Insurance 53

Magellan Solutions

JULY 28, 2021

We will reveal the techniques used by Telemarketing Philippines to connect with uncooperative B2B potential clients. 63% of potential customers lose interest during a telemarketing call as they feel like cold callers can’t give them relevant information that they want to hear. White Papers. Effectivity Rate. Case Studies.

B2B 52

B2B Call Center Social Media Omni-Channel 52

Qualtrics

MARCH 2, 2021

Take these 25 customer service quotes to your next meeting to help inspire you and your team to take your customer service program to the next level. Customer service is fundamental to delivering a great experience. Get our 2021 Customer Experience reading list. You want to get to know your customers.

Customer Service 29

Customer Service Social Media Customer Journeys Customers 29

COPC

NOVEMBER 5, 2021

This channel has become one of the fastest-growing customer service channel offerings. If agents undergo the proper training, they will help resolve customers’ inquiries more efficiently and effectively. s clients encountered similar difficulties, including: Internet connectivity issues. Did you know COPC Inc.

Contact Center 52

Contact Center ROI Customer Journeys Touchpoint 52

Totango

AUGUST 23, 2022

Thus, customer journey touchpoints may occur anywhere in the marketing, sales and support processes. B2B Customer Journey Touchpoints and Your Team. Customer service. Customer success. B2B Customer Journey Touchpoint Functionality. White papers. Customer Success Communities. Video chat.

Customer Journeys 116

Customer Journeys Touchpoint B2B Social Media 116

Team HGS

NOVEMBER 21, 2017

Earlier this year, HGS released a white paper on this year’s top 10 trends in customer service. 8: Virtual Reality, Augmented Reality, and 3D Holograms, highlighting strategies designed to drive the right answer, fast, for your customers—to ultimately result in higher CSAT and NPS scores for your business.

Trends 52

Trends Gamification Effort Score Customer Service Representative 52

Comm100

OCTOBER 8, 2016

White Papers. Give customers one-on-one attention. If your company has the resources, sometimes offering customers one-on-one attention with an agent can help establish a strong connection that might inspire a customer to stick around. Make customer service channels easy to reach and use.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

COPC

OCTOBER 13, 2021

To learn more about these priorities, check out our white paper , The 2021 State of Contact Center Vendor Management. Chat continues to be one of the fastest-growing customer service channels. Realization of a new cost structure and the impact on our previous structured pricing components.

Contact Center 52

Contact Center Call Center Training Management 52

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

For starters, the emphasis for call centers and customer service teams to employ “omnichannel” solutions took center stage. The sessions included, among others, highlighting the use of live chat and its benefits to personalizing the experience for each customer. That means more than just pointing the customer to a white paper.

Training 71

Training Call Center Telecommunications Exercises 71

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. The best agent for the job.

Omni-Channel 162

Omni-Channel Customer Service Knowledge Base Communication 162

Tricia Morris

OCTOBER 22, 2015

And whether that perception permeates HR, IT, marketing, sales or customer service, it erodes employee engagement and ultimately, overall business success. When employees feel connected by and have the information and knowledge they need to immediately learn or begin doing their job, a higher level of engagement is set from the start.

Self Service 40

Self Service Employee Engagement Culture Knowledge Base 40

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

Uniphore

JANUARY 21, 2022

Healthcare compliance and customer service have traditionally been human-led enterprises, staffed by subject experts with access to a vast wealth of manual tools and data. Healthcare CX, it seems, is as complicated and convoluted as healthcare compliance. But does it have to be? Advanced technology is making change possible.

Healthcare 147

Healthcare Analytics Self Service Consumers 147

Avaya

AUGUST 25, 2017

This white paper features an analysis of the top five causes of outages with the percentage of those outages that could potentially have been prevented had leading practices been followed. Six Steps to Take Before Hurricane Harvey Hits Your Communications appeared first on Avaya Connected Blog. The post Be Ready!

Communication 64

Communication System Analysis Software 64

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. Free Download: Customer Engagement 2020 White Paper.

Omni-Channel 130

Omni-Channel Customer Service Knowledge Base Communication 130

Avaya

JANUARY 24, 2018

If this post has made you wonder whether MiFID II regulations apply to your firm or what types of transactions need to be recorded and which do not, download the white paper MiFID II: What it Means For Your Organization? appeared first on Avaya Connected Blog. The post MiFID II: What Do You Need to Know?

Financial 46

Financial Government Banking Policies 46

Comm100

JUNE 7, 2016

Either have separate employees who handle these duties exclusively, or require that all associates prioritize in-store customers. It’s better to have them return calls later or abandon a messy display than to disrupt the connection they are having with a customer in-person. Download Now.

Retail 103

Retail Self Service How To Policies 103

Beyond Philosophy

SEPTEMBER 7, 2015

Here are just a few powerful ways that any company can use social media to engage with their customers: If customer service is important to you, and it should be, then have someone (or a team) be part of your social service strategy. You want to have conversations with your community of customers.

Social Media 60

Social Media Engagement Video Advertising 60

Comm100

JANUARY 19, 2017

We pride ourselves on our service, and would never do something like that. Please contact customer support for any further concerns you might have – our customer service agents are always very happy to help. In this example, Ashley was very vague when approaching the customer’s issue. Customer Service Manager. +1

Examples 221

Examples Customer Service Representative Customers Customer Service 221

Comm100

NOVEMBER 2, 2017

How likely they are to recommend the company’s product/services to a friend. The customer satisfaction survey is an important metric for everyone involved in the company. It helps customer service agents see how they can improve their service. Words matter a lot in promoting your customer satisfaction survey.

Customer Satisfaction 163

Customer Satisfaction Survey Feedback Tips 163

Avaya

JANUARY 26, 2018

To complete a thorough review of your current MiFID II processes, connect with Avaya. For a deeper dive into MiFID II (including a few WFO features not mentioned above) download the white paper MiFID II: What Does it Mean for Your Organization?

Financial 51

Financial Contact Center Call Recording Communication 51

Avaya

AUGUST 25, 2017

This white paper features an analysis of the top five causes of outages with the percentage of those outages that could potentially have been prevented had leading practices been followed. Six Steps to Take Before a Natural Disaster Hits Your Communications appeared first on Avaya Connected Blog. Or call 800-242-2121.

Communication 53

Communication System Analysis Software 53