Playvox

FEBRUARY 6, 2024

Ask people to name three companies known for their customer-centric approach to business, and there’s a good chance some common names will surface: Nordstrom, Apple, Trader Joe’s, Patagonia, and others frequently come to mind. It’s often the continuous improvement or quality management (QM) piece where contact centers struggle.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. His goal is to harness the collective intelligence of customer-centric thought leaders to help businesses create better customer relationships.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Call Experts

APRIL 8, 2024

A Customer Journey Contact Center supports clients and improves their experience. It refers to the interconnected set of experiences that a customer has with a company from their initial point of contact through to their ultimate departure. Using a customer journey contact center can also be highly advantageous.

Contact Center 52

Contact Center Customer Journeys Call Center Touchpoint 52

Experience Investigators by 360Connext

APRIL 25, 2023

“We believe in a customer-centric culture!” “Our Our values include putting the customer in the center of everything we do.” “We We are committed to being customer-centric.” You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle.

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

SaleMove

MARCH 15, 2024

Learn the importance of Customer Centricity and how to achieve it in order to generate a game-changing impact on your business. The post The Importance of Customer Centricity appeared first on Glia Blog | Digital Customer Service Explained.

Customer Centricity 93

Customer Centricity Customers Customer Service How To 93

Blake Morgan

MARCH 8, 2022

Contact centers play a crucial role in a customer’s experience. Building a customer-centric company starts by empowering agents to provide excellent service, says Tom Goodmanson, President & CEO of Calabrio. . B lake Morgan is the bestselling author of The Customer of the Future.

Contact Center 105

Contact Center Customer Centricity Technology Tools 105

Upstream Works

OCTOBER 21, 2022

As contact centers transition to the cloud, there are several areas where AI is poised to play a leading role, including providing seamless customer experiences (CX). In today’s hypercompetitive markets, organizations need to be agile and more customer centric. Contact Center Applications.

Contact Center 78

Contact Center Multi-Channel Omni-Channel Self Service 78

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” Paul Husar, Senior Call Center Manager at LG Electronics. Jim Iyoob, Chief Customer Officer at Etech Global Services.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Playvox

APRIL 25, 2023

How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? Make A Plan Despite the ongoing debate on the benefits and drawbacks of in-person, hybrid, and remote work, recent data and predictions support remote and hybrid work in a contact center.

Contact Center 79

Contact Center Training Contact Center Software Strategy 79

SaleMove

FEBRUARY 19, 2021

The proliferation of digital-first technologies combined with the rise of artificial intelligence (AI) and self-service options has created fundamental changes in the contact center. Customers today are empowered with more service choices and higher expectations than ever. Enter the Digital Experience Team.

Contact Center 69

Contact Center Customer Centricity Self Service Customer Experience 69

Blake Morgan

OCTOBER 31, 2022

It has been the most popular way to measure customer experience, but it’s arguably outdated. When it was created it didn’t account for the explosion of digital customer experiences. As customers’ preferences change and brands adjust their CX strategies, metrics have never been more critical. If Not NPS Surveys, Then What?

Customer Centricity 105

Customer Centricity Survey Net Promoter Score Effort Score 105

TechSee

OCTOBER 10, 2019

The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Agent collaboration also enables a higher First Contact Resolution (FCR) rate by eliminating time-consuming escalations. What’s the climate of your contact center?

Contact Center 117

Contact Center Culture Self Service Average Handle Time 117

TechSee

MAY 18, 2022

In today’s age of customer-centric service, call centers must deliver quick answers, short hold times, and the ability to speak to a live representative on demand. How can Management ensure their call centers are up to par? They can either staff up significantly or improve their call center occupancy.

Call Center 109

Call Center Contact Center Self Service Multi-Channel 109

Call Experts

JULY 13, 2023

A Customer Journey Contact Center supports clients and improves their experience. It refers to the interconnected set of experiences that a customer has with a company from their initial point of contact through to their ultimate departure. Using a customer journey contact center can also be highly advantageous.

Contact Center 52

Contact Center Customer Journeys Call Center Touchpoint 52

Upstream Works

DECEMBER 6, 2021

The contact center is currently being transformed in fundamental ways, driven mainly by the evolution of cloud-based technologies and the emergence of Artificial Intelligence (AI) -driven applications. One of the biggest drivers of change coming from the top-down is making the entire organization more customer-centric.

Contact Center 78

Contact Center Call Center Touchpoint Social Media 78

SaleMove

SEPTEMBER 29, 2023

Take our test to determine if your financial institution is truly customer-centric. The post Gauging Customer Centricity appeared first on Glia Blog | Digital Customer Service Explained. See how an interaction strategy can help!

Customer Centricity 52

Customer Centricity Financial Interaction Customers 52

Blake Morgan

JUNE 13, 2023

But how many will build a customer experience strategy around them? At JetBlue Travel Products, the contact center is in the middle of everything the company does–literally and figuratively. It’s all in the name of trust and customer-centricity. JetBlue Travel’s contact center is at the center of the action.

Contact Center 59

Contact Center Strategy Travel Customer Confidence 59

Calabrio

MARCH 2, 2020

Contact center as a service (CCaaS) makes the power of a modern contact center available to any business, regardless of budget or technical expertise. Twilio Flex: A programmable approach to the contact center. Together, we’re helping our customers create extraordinary agent and customer experiences.

Contact Center 179

Contact Center Airlines Communication Report 179

SaleMove

FEBRUARY 19, 2021

The proliferation of digital-first technologies combined with the rise of artificial intelligence (AI) and self-service options has created fundamental changes in the contact center. Customers today are empowered with more service choices and higher expectations than ever. Enter the Digital Experience Team.

Contact Center 52

Contact Center Customer Centricity Self Service Customer Experience 52

TechSee

AUGUST 10, 2023

TechSee’s visual automation platform uses computer artificial intelligence (AI) and augmented reality (AR) to enhance customer and contact center engagements. TechSee’s Computer Vision AI and AR can improve issues facing customer contact centers around first-call resolution, average handling times, and truck roll avoidance.

Connections 206

Connections Contact Center Average Handle Time First Call Resolution 206

Experience Investigators by 360Connext

APRIL 7, 2020

It’s probably safe to say that few of our organizations, no matter how well-meaning, eased perfectly into these new routines of working from home and distancing ourselves physically from our workplaces, our colleagues, our teams and our customers. There is a myth that customer-centric cultures happen by intuition and a little magic.

Customer Centricity 178

Customer Centricity Culture Customer Journeys Customers 178

Calabrio

OCTOBER 6, 2016

Your contact center is a superhero? You might be surprised—after all, contact centers are often: Under-valued by the larger organization. Viewed purely as a cost center. But for customer-centric organizations, the term “contact center superhero” is an accurate—and multi-faceted—description.

Contact Center 100

Contact Center Self Service Customer Centricity Omni-Channel 100

Playvox

JANUARY 24, 2022

While it’s hard to argue against the importance of delivering great CX, it’s also all too easy to assume that the experiences your contact center delivers are up to par simply because you are handling interactions efficiently. Until you start measuring customer experience , you could easily be falling behind the competition.

Contact Center 88

Contact Center Measurement Customer Experience Net Promoter Score 88

Integrity Solutions

JULY 28, 2022

The term “call centers” is quickly become a relic of the past, and for good reason. Customer service today is based on far from just taking inbound calls; it’s now omnichannel. The State of Contact Center Conversation Intelligence 2022 report by Observe.AI But that’s the problem.

Contact Center 52

Contact Center Self Service Customer Satisfaction Metrics 52

Playvox

APRIL 27, 2023

Contact center trends can directly impact success. For the greatest impact and a clear competitive edge, contact center leaders must choose wisely when making business decisions about the trends to prioritize and implement in their organizations — because all change, even positive change, costs time and resources.

Contact Center 52

Contact Center Trends Gamification Omni-Channel 52

CSM Magazine

JANUARY 9, 2023

Playvox, one of the leading providers of workforce engagement solutions for digital-first and CRM-centric contact centers, today announced the launch of a global collaboration with Salesforce (NYSE: CRM). Playvox solutions deliver a powerfully simple way to achieve efficiency and effectiveness in the contact center.

Contact Center 59

Contact Center Omni-Channel Engagement Multi-Channel 59

ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. Whatever drives repeat business – and ideally, customer loyalty – is a good program. I’m often asked to define customer centricity. And it not only supports the customer, but also the customer service agent.

Customer Service 65

Customer Service Loyalty Programs Contact Center Financial 65

NobelBiz

APRIL 18, 2023

The Need for Hyper Efficiency in Call Centers As a call center operations manager, you need to stay on top of the latest trends in hyper efficiency to ensure that your organization is successful. Today, hyper efficiency is no longer a luxury but a necessity for call centers looking to thrive and outperform their competition.

Contact Center 52

Contact Center Call Center Management Gamification 52

CSM Magazine

APRIL 6, 2023

“Calabrio’s long-tenured research, customer collaboration, and partnerships with top-tier universities has established us as a pioneer in enterprise AI innovation for contact centers. For over a decade, our Innovation Center and product teams have been integrating with sophisticated AI and ML tools.

Contact Center 52

Contact Center Analytics Innovation Customer Centricity 52

Talkdesk

DECEMBER 1, 2020

More than 60% of customers are extremely willing or very willing to switch brands to have a better customer service experience. Customer experience (CX) is critical to retaining and driving business and the mandate to improve it is constant. The Talkdesk CX Maturity Model evaluates CX based on nine core areas: .

Contact Center 104

Contact Center How To Roadmap Customer Centricity 104

TechSee

DECEMBER 5, 2017

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester.

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116

Lumoa

FEBRUARY 7, 2023

This is where a Voice of the Customer approach can help by organizing and prioritizing customer insights into a usable format. In This Article: What is the Voice of the Customer (VoC)? Why you should care about the Voice of the Customer? It’s unlikely we need to convince you of the power of listening to your customer.

Analysis 423

Analysis Data How To Customer Centricity 423

BlueOcean

OCTOBER 10, 2016

But in the end, you decide to make the dreaded call to customer service. No matter what action you take, the point is that your journey as a customer started before you made that call. But too many contact centers assume the opposite; that your journey starts the moment an agent picks up the phone.

Customer Journeys 120

Customer Journeys Contact Center Call Flow First Call Resolution 120

NobelBiz

JANUARY 30, 2023

NobelBiz | Blog How can contact centers achieve a 360-degree customer view? January 2023 Contact centers play a crucial role in providing customer service and support. However, to provide the best possible service, contact centers need to completely understand their customers.

Contact Center 52

Contact Center Customers Customer Service CRM 52

TechSee

SEPTEMBER 20, 2018

Average call Handling Time (AHT) is strongly entrenched in the traditional world of customer service. Measuring (and limiting) the length of time an agent spends on each call is seen as an important KPI to ensure efficient and agile call center operations. The Shift to an Omni-Channel Approach.

Omni-Channel 104

Omni-Channel Customer Centricity Contact Center Net Promoter Score 104

Vonage

DECEMBER 18, 2018

As scores of attendees packed the impressive all-glass venue in Midtown New York a small group of thought leaders kicked it off with an early morning breakfast to discuss AI, chatbots, omni-channel, and analytics for contact centers. Past and future of customer experience. Customers are changing business models.

Omni-Channel 254

Omni-Channel Chatbots Self Service Customer Experience 254

NobelBiz

FEBRUARY 22, 2023

For the contact center industry, customer relationships management has also dramatically shifted. This revolution of channels must enable contact centers to make client relationships even more distinctive by personalizing them and creating a genuine consumer experience.

Contact Center 52

Contact Center Communication Social Media Omni-Channel 52