Think Customers

JULY 2, 2019

Customer Contact Week—a conference focused on customer experience and customer care technology and trends—recently celebrated its 20th anniversary in Las Vegas. So, how has the customer experience evolved in the past two decades? And Customer Contact Week was known as Call Center Week.

Contact Center 40

Contact Center Customer Journeys Net Promoter Score Conference 40

BlueOcean

NOVEMBER 29, 2023

At Blue Ocean, we have long held the position that the customer experience and the employee experience are inextricably linked. We’ve said it so often it’s become cliché, but we stand by the concept that happy employees make for happy customers, and in outsourcing, happy customers make happy clients.

Contact Center 156

Contact Center Multi-Channel Strategy Self Service 156

Qualtrics

APRIL 27, 2020

Customer Care Managers are used to dealing with regular surges in demand. Most customer care centers (also referred to as contact centers) have an established process, planned months in advance to ensure they cope adequately and maintain the customer experience.

Customer Care 36

Customer Care Self Service Chatbots Airlines 36

Kustomer

JUNE 7, 2022

Efficiency is the name of the game in customer service, and AI is a true force multiplier, enabling customer service teams to work more efficiently and focus on the customers who need the most help. Omnichannel Customer Experience. Research shows companies with excellent CX have employees that are 1.5X

Customer Experience 98

Customer Experience Self Service e-support CRM 98

CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

BlueOcean

DECEMBER 13, 2022

Gas, grocery, fashion, technology… and probably more. If, for example, you’re a member of Nordstrom’s loyalty program, Nordy Club, you’re among a group of customers who are likely to spend three to five times more than non-members, and are consequently driving two-thirds of Nordstrom’s sales. loyalty programs on average.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

Playvox

FEBRUARY 16, 2024

One of the most impactful uses is how AI is transforming customer experience (CX). Advances in technology allow contact centers to use data in much more manageable ways, redefine how to engage with customers, gain efficiencies, and leverage actionable insights to improve quality management (QM) and the customer journey.

Contact Center 75

Contact Center Management Effort Score Call Center 75

Think Customers

MARCH 28, 2022

Gig customer experience (gigCX) workers—independent contractors, freelancers, and other temporary workers who provide customer support and other related services—are a natural fit in the contact center space. Ultimately, the customer experience is still shaped by the employee experience.

How To 105

How To Policies Tips Contact Center 105

ShepHyken

JANUARY 8, 2018

Ensuring A Positive Employee Experience by Brian Berns. Forbes) After years of focusing on improving the customer experience, businesses are now turning attention inward as employee experience (often referred to as “EX”) moves toward the top of executive priority lists. Of course, not!

Customer Service 0

Customer Service Retail Contact Center Competitive Advantage 0

West Monroe

OCTOBER 15, 2018

As we wrote about in our recent white paper, Contact Center of the Future: Conversational Bots and Empowered Agents , the role of the contact center agent will change tremendously in the years to come. Consider comparing contact center agents to a diamond in the rough. How do agents become brilliant?

Contact Center 40

Contact Center Employee Engagement Engagement Training 40

Playvox

MARCH 19, 2024

Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX). What Is Contact Center AI? These “cutting-edge” technologies at the time helped managers better distribute and manage voice calls more efficiently.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

Kustomer

SEPTEMBER 18, 2020

Efficiency is the name of the game in customer service, and AI is a true force multiplier, enabling customer service teams to work more efficiently and focus on the customers who need the most help. Omnichannel Customer Experience. Research shows companies with excellent CX have employees that are 1.5X

Customer Experience 52

Customer Experience Self Service e-support CRM 52

Playvox

MAY 2, 2023

While it might seem like just about everything is in the cloud these days, many contact centers still haven’t taken the leap. But moving to a cloud contact center can have big benefits for your company, your customers, and your agents. What Does Moving To The Cloud Mean?

Contact Center 52

Contact Center Omni-Channel Gamification Contact Center Software 52

Team HGS

AUGUST 13, 2019

The consumer often uses multiple channels yet desires the same experience throughout. . All of these journeys have to be in synch with the contact center, which is at the heart of journey success. Start with experience. . They also often have innovation offices that are at the forefront of new technologies.

Management 40

Management Conference Average Handle Time Contact Center 40

Think Customers

OCTOBER 28, 2020

Customer experience strategist and author Don Peppers has long said that frictionless customer experiences build loyalty—not delightful experiences. “As Programing bots to collect basic information from customers to share with the associate also helps deliver faster and better support, with less effort.

Financial 52

Financial Insurance Banking Customer Journeys 52

NobelBiz

APRIL 5, 2022

These days, the contact center is the face of a company. The customer experience can make or break your business, so it’s important to understand the factors that make a great customer service representative and a great contact center. Risk and reward are common deciding factors in contact centers.

Contact Center 52

Contact Center Call Center First Call Resolution How To 52

Playvox

MARCH 5, 2024

This definitely applies to customer needs and preferences, and contact centers are constantly striving to stay one step ahead of evolving customer requirements. A desire for instant-access self-service options is shifting how customers want to engage. Artificial intelligence (AI) can play a part.

Self Service 78

Self Service Management Contact Center Effort Score 78

Think Customers

OCTOBER 11, 2021

The contact center industry is driven by customer experiences that are easy, difficult, joyful, stressful and everything in between. It’s incredibly important to take these everyday interactions from associates and customers and quantify them in a tangible way. Learn more about contact center metrics today.

Contact Center 52

Contact Center NPS Metrics Effort Score 52

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. What Are Call Center Efficiency Metrics? Call center managers need metrics to successfully measure agent performance and improvements to call center operations.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Call Center Pros

AUGUST 27, 2018

Customer Loyalty is a comprehensive resource for business people who are looking to improve customer service and satisfaction. The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience by Shep Hyken.

Customer Service 40

Customer Service Call Center Loyalty Customer Service Strategies 40

Lithium

SEPTEMBER 9, 2022

Losing and hiring frontline customer care agents can cost more than a few lost customers Can you afford to lose more? Employee attrition is a natural part of any business cycle. Regarding customer care, recent trends show that agents often find themselves in the latter half of the two options.

Contact Center 52

Contact Center NPS Chatbots Customer Care 52

Lithium

JULY 20, 2022

Losing and hiring frontline customer care agents can cost more than a few lost customers. Employee attrition is a natural part of any business cycle. Regarding customer care, recent trends show that agents often find themselves in the latter half of the two options. Can you afford to lose more?

Contact Center 52

Contact Center NPS Chatbots Customer Care 52

NobelBiz

MAY 10, 2022

The efficiency of a contact center depends on one very important and key factor: the experience of its agents. When teams are satisfied with their jobs, feel fulfilled, and are driven, they can give exceptional customer service. How to define an excellent call center agent experience?

Call Center 52

Call Center Contact Center Omni-Channel Self Service 52

Hello Customer

MAY 6, 2021

What is the real value of customer service? Contact centers are often seen as cost centers, which shows how undervalued these departments are. Your agents are true experts and have an inexhaustible source of knowledge when it comes to the customer. But the fact is, even if technology is creative, it’s not human.

Customer Centricity 98

Customer Centricity Contact Center Hospitality Employee Experience 98

Kustomer

OCTOBER 4, 2021

Technology’s ever-improving, so why shouldn’t CX do the same? The more advances we make in technology and communication, the more CX leaders should do to keep up. So, how do employees attain all of this and how can leaders create an environment that enhances these important aspects of CX? Enhancing CX with Automation.

Chatbots 105

Chatbots Contact Center Omni-Channel Consumers 105

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Bruce is widely viewed as a leading expert in how large organizations build differentiation with customer experience.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Bruce is widely viewed as a leading expert in how large organizations build differentiation with customer experience.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ClearAction

JANUARY 20, 2020

Forces on customers and business may otherwise make some turns that leave you behind. It’s a new decade that will be characterized differently by social, economic, technology, legal and competitive forces. Customer experience is customers’ realities compared to their expectations.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

ClearAction

JANUARY 20, 2020

Forces on customers and business may otherwise make some turns that leave you behind. It’s a new decade that will be characterized differently by social, economic, technology, legal and competitive forces. Customer experience is customers’ realities compared to their expectations.

Analysis 90

Analysis Metrics Customers Customer Experience Management 90

Qualtrics

JULY 2, 2021

Patients today will interact with healthcare across a whole host of channels from apps and websites to the more traditional clinics, hospitals, and contact centers. Each one of those interactions has an impact on their perception of the care they receive and the experience as a whole is the cumulative effect of them all.

Healthcare 26

Healthcare Hospitality Effort Score Survey 26