CSM Magazine

JANUARY 17, 2024

Whether yours is a relatively large business or a multinational corporation, you fully understand the impact of video marketing. In 2023, HubSpot Blog conducted a study entitled The State of Video Marketing in 2023. This is a facility that will be available across your entire organization What Is An Enterprise Video Platform?

Video 52

Video Communication Training Social Media 52

Experience Investigators by 360Connext

MAY 19, 2020

Here are five ways to create a cohesive employee experience by connecting learning to your employee’s journey overall. How does it connect to the overall mission and purpose of your organization? How does this learning opportunity connect to the customer experience? Some will do better with video learning at their pace.

Connections 143

Connections Gamification Employee Experience Touchpoint 143

NobelBiz

MARCH 12, 2024

Customers today expect seamless and personalized interactions across all touch points. To address and overcome this challenge, many companies have started embracing Unified Customer Experience Management (Unified CXM). It leverages a centralized data source to provide consistent interactions throughout the customer journey.

Customer Experience Management 52

Customer Experience Management Omni-Channel Customer Experience Customer Journeys 52

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. Madeline Evans, Digital Customer Success Manager. Joshua Robitaille, Customer Success Program Manager. Looking back at TSIA Interact, two sessions really stood out for me.

Interaction 98

Interaction Customer Journeys Touchpoint Customer Success 98

NICE inContact

APRIL 11, 2019

Contact centers face a constant challenge in managing customer expectations. . Here are some key customer expectations and some tips towards managing them . Reduce call wait times and provide faster connect to agents by leveraging global omnichannel routing across your centers so you can leverage global efficiencies .

Customer Expectations 151

Customer Expectations Tips Self Service Management 151

TechSee

DECEMBER 21, 2020

For a consumer packaged goods (CPG) company, inventory management is a never-ending cycle. For day-to-day inventory management operations, it’s hard to control what you can’t see. They can quickly and easily establish visual communication to transmit images and video of products and shelves.

Self Service 152

Self Service Management Consumers Analytics 152

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

BirdEye

FEBRUARY 21, 2023

Social media has completely changed the way we communicate and connect with one another over the past two decades. It’s especially important for local businesses looking to connect with their communities and grow their customer base. YouTube YouTube is unique because it’s primarily a video-based platform.

Social Media 98

Social Media Management Multi-Channel Analytics 98

SurveySparrow

NOVEMBER 7, 2023

Interactive Features: Engage users with video surveys, quizzes, and personalized Thank You pages, enhancing the survey experience. Typeform enables businesses and individuals to create interactive forms, quizzes, and polls that capture meaningful insights. Typeform Source: typeform.com Typeform changes the way we look at data.

Interaction 52

Interaction Social Media Survey Hotels 52

CX Accelerator

FEBRUARY 3, 2018

In other words: Using DiSC, your agents will form a better connection with customers a higher percentage of the time. DiSC for Improved Internal Communication Not only will DiSC improve customer communication, but also internal interactions. Enhanced Manager to Agent Dialog – Coaching conversations are hard.

Interaction 140

Interaction Customer Service Sports Communication 140

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

Kayako

MARCH 21, 2018

The dead zone —this was how Gary, my team lead and Kayako’s Support Manager, described the first few hours of my shift. I still managed to deliver work under these circumstances, so I felt sure I could easily adopt to a larger and more diverse environment as that of Kayako’s. What do you need to make great training videos?

Customer Service Training 140

Customer Service Training Video Training Customer Service 140

Beyond Philosophy

APRIL 9, 2021

Let’s imagine that you’re an account manager with 200 customers. We discussed Dunbar’s number and limitations of managing groups of people on a recent podcast. Learning about the way people process social information can potentially lead to more efficient interactions within organizations.

Management 156

Management Social Media Groups Call Center 156

Comm100

MARCH 20, 2024

Bridging this gap and managing expectations is a continuous challenge – but one that digital communication can significantly improve. Real-time interaction adds a human element to digital communication too, fostering a sense of connection and trust. Behind-the-scenes insights demystify government actions, fostering connection.

Government 196

Government Communication Self Service Chatbots 196

AWS Machine Learning

MARCH 31, 2023

Government departments and businesses operate contact centers to connect with their communities, enabling citizens and customers to call to make appointments, request services, and sometimes just ask a question. Currently, customers can interact with the contact center via voice and chat channels.

Self Service 77

Self Service Virtual Agent Connections Contact Center 77

Team Support

MARCH 27, 2020

In an era where remote work has become commonplace, many customer success managers aren’t too happy. These in person interactions are the foundation of many excellent customer relationships, and it can sometimes be a challenge to build or sustain relationships without them. Video call? Are they reaching out via phone?

Customer relationships 80

Customer relationships B2B Interaction Multi-Channel 80

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. Brad Davis, Digital Customer Success Manager.

Interaction 52

Interaction Conference Customer Journeys Customer Success 52

TechSee

SEPTEMBER 9, 2020

They understand that they’re often going to have to play a more active role in the resolution process, and they expect their property managers to provide ‘ contactless service ’ that’s aligned with their safety expectations. To deliver personalized tenant experience, property management organizations need to address a number of challenges.

Management 145

Management Self Service Multi-Channel Video 145

Uniphore

JUNE 22, 2021

You’ll see what we mean when you check out the videos and comics in Jacada’s Call Center Life: 2021 Edition. Yet, beneath these videos and comics is a wellspring of actionable insights. If you choose to lean in and listen, you can make the world a better place, one customer interaction at a time.

Call Center 219

Call Center Self Service Social Media Contact Center 219

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. ” Taylor Mumby, UK Digital Transformation Manager, Whirlpool Corporation.

Customer Experience 124

Customer Experience Call Center Innovation Social Media 124

UJET

JUNE 3, 2020

How can you manage a dispersed team effectively when everyone is remote? Use Workforce Management and Quality Management Solutions. In fact, according to the 2020 State of Customer Experience report , half of all call center professionals said they are currently using Quality Management solutions to measure success.

Management 82

Management How To Call Center Meeting 82

Playvox

NOVEMBER 16, 2021

A Quality Management Solution with Muscle. It became clear that the company’s old quality management tool simply couldn’t keep pace with the company’s evolving business needs. Sweaty Betty turned to Playvox to quickly implement, launch, and scale its contact center quality management software.

Management 78

Management Contact Center Gamification Retail 78

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. Connect with, and learn more about, Chris on his platforms: . And then I make the connection.

Culture 98

Culture Connections Leadership Communication 98

NobelBiz

FEBRUARY 20, 2024

The foundation of these interactions lies in the robustness of their voice infrastructure. Play Video Table of Contents The Pitfalls of Conventional Voice Services For most clients, the difference between voice services is undetectable until significant issues arise. Clearer audio ensures better interactions with customers.

Contact Center 105

Contact Center Call Center Self Service System 105

CSM Magazine

MAY 10, 2024

As a Customer Service Manager, you recognize the value of a happy customer. Handwrite a Note A handwritten note or thank you card shows that you have taken time and effort to connect with the customer, creating a strong human connection that goes beyond the transaction. 12 Meaningful Ways to Say Thank You for Your Order 1.

Social Media 52

Social Media Video Customer Satisfaction Loyalty 52

UJET

JUNE 3, 2020

How can you manage a dispersed team effectively when everyone is remote? Use Workforce Management and Quality Management Solutions. In fact, according to the 2020 State of Customer Experience report , half of all call center professionals said they are currently using Quality Management solutions to measure success.

Management 72

Management How To Call Center Meeting 72

Comm100

MARCH 2, 2022

Why member engagement is so important Why digital support helps credit unions improve engagement How to improve credit union member engagement Live chat for credit unions Video chat in credit unions Chatbots for credit unions Omnichannel member engagement for credit unions. Why is member engagement so important to credit unions?

Engagement 130

Engagement How To Chatbots Omni-Channel 130

Comm100

JANUARY 21, 2021

From here, they connect with an agent and exchange typed messages (and even talk over audio and video chat, but we’ll get on to this later on). Using live chat analytical tools, you can learn about a visitor’s interaction with your site (time on site, entrance information, pages visited, and more). Audio & Video chat.

Video 246

Video Social Media Software Knowledge Base 246

CSM Magazine

JUNE 27, 2023

Businesses and groups may now use events to interact with their target audience, build brand recognition, and leave a lasting impression. By utilising the expertise of event management services , businesses can make sure that their essence is seamlessly woven into every aspect of the day, from the first invitation to the follow-up.

Brands 52

Brands Management Social Media Gamification 52

Comm100

MARCH 21, 2023

Offer live chat Live chat lets organizations provide real-time customer service through text support, as well as voice and video too. Provide more channel choice with omnichannel Customers today stay connected across a variety of channels, and they are no longer content with customer service that limits how they get support.

Self Service 174

Self Service Customer Service Strategy Omni-Channel 174

TechSee

SEPTEMBER 21, 2023

Similarly, Generative AI must be multisensory, fusing text, voice, and vision to interact with and help users naturally. AI that can interact naturally with users has the potential to augment and automate every service interaction across every channel. This provides invaluable context to your conversation.

Meeting 109

Meeting Self Service Contact Center Virtual Agent 109

ProProfs Chat

MAY 6, 2020

Though there is nothing wrong with the rise in the popularity of remote working, managing remote teams makes the job of a manager challenging. But then again, is managing remote teams similar across various departments? What makes managing a remote customer service team so daunting? How Do You Motivate a Remote Team?

Tips 108

Tips Management Customer Service Video 108

Calabrio

SEPTEMBER 9, 2020

We have talked about the technology side of working from home – a million webinars on how to migrate to the cloud or how adding new technology can reduce the load of inbound customer interactions. This presents new hurdles on both the people and technology fronts and why Workforce Optimization is more important now than ever.

Contact Center 241

Contact Center Customer Satisfaction Video Technology 241

AWS Machine Learning

MARCH 29, 2024

Amazon Lex integrates with state-of-the-art contact centers including Amazon Connect, Genesys Cloud , and Amazon Chime SDK to facilitate a seamless omnichannel experience. If the agent ends the conversation, the customer is notified and the WebSocket connection is closed. This is the second post of a two-part series.

Contact Center 95

Contact Center Chatbots Self Service Touchpoint 95

Calabrio

NOVEMBER 25, 2020

Complacency is not an option as agents, supervisors and contact center managers are forced to become more strategic, taking on increasingly critical new responsibilities to deliver engaging customer experiences. It is helping to bridge the connection between self- and live-agent service for a more seamless customer experience.

Contact Center 306

Contact Center Self Service Analytics Banking 306

TechSee

JANUARY 24, 2023

Introducing a new technology like visual assistance into a service interaction requires a moment for each party to adjust, but that moment will result in improved context and clarity. Visual support is the best tool in your toolbox, so use it early in the interaction. email) should SMS not work.

Engagement 109

Engagement Average Handle Time Call Center First Call Resolution 109

BirdEye

NOVEMBER 30, 2023

Some tips for travel agencies to accelerate the impact of their social media presence are: Post niche-specific content regularly with photos, videos, and customer experiences. Showcasing video testimonials by customers. Conversational AI chatbots can mimic human interaction and convince customers to engage with your business.

Travel 109

Travel Marketing Social Media Hotels 109