NICE inContact

AUGUST 1, 2019

It’s a challenge more and more companies are facing – and many of them are looking to their contact centers for solutions. Because progressive leaders understand a new CX strategy can transform corporate culture; turn customers into advocates; and boost revenue.

Self Service 120

Self Service Contact Center Omni-Channel Loyalty Programs 120

Playvox

MARCH 29, 2022

As one of the newest terms to enter the contact center space, workforce engagement management (WEM) is much more than a simple change in the words we use. All you have to do is place yourself in the contact center agent’s shoes. Each channel brings new metrics, standards, and challenges to which agents must adapt.

Engagement 60

Engagement Management Contact Center Competitive Advantage 60

Playvox

SEPTEMBER 14, 2022

That’s especially true in your contact center, where millions of customer interactions across dozens of platforms can leave you overwhelmed by information and unable to act on what you hear from your customers. Acting on these insights lets you deliver on customer expectations and double down in areas you know work well.

Analysis 79

Analysis Social Media Contact Center Effort Score 79

GlowTouch

OCTOBER 16, 2020

What’s more, happy customers are likely to recommend your brand to others, a far more effective selling point than clever marketing campaigns. With increasingly changing customer expectations, building an effective team is a challenge, so you must invest in training to ensure that the staff is well-prepared.

Training 52

Training How To Contact Center Return on Investment 52

CSM Magazine

AUGUST 22, 2019

With a new emphasis on the importance of customer data, support leaders hold some of the companies most valuable insights. In order to feed that back into the organization, their responsibilities and internal footprint are changing and, simultaneously with customer expectations, they must evolve. SVP, Customer Care, Samsung.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

GlowTouch

SEPTEMBER 22, 2020

White glove service is less complicated than it sounds: do what you say, treat customers as you would expect to be treated, be empathetic when necessary, and follow up as required. GlowTouch provides outstanding contact center and technology outsourcing solutions to clients around the world. About GlowTouch.

Return on Investment 52

Return on Investment Contact Center Omni-Channel Touchpoint 52

GlowTouch

APRIL 16, 2021

Among the steps that SaaS companies can take to boost their customer service and retain their audience are: Aligning support strategy with customer expectations: Market research and data of existing customers should provide a thorough understanding of what expect of support. About GlowTouch.

Industry 52

Industry Trends Software Return on Investment 52

GlowTouch

JULY 10, 2020

Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail How Chat Support Can Positively Impact Customer Satisfaction and Your Other Service Channels. Today’s customers expect to receive support where they want, when they want, and how they want. About GlowTouch.

Customer Satisfaction 52

Customer Satisfaction Average Handle Time Return on Investment Effort Score 52

GlowTouch

OCTOBER 16, 2020

Most people expect email replies sooner rather than later, with 50% of customers expecting a response within a day. To learn more about GlowTouch and the unique customer service solutions we provide, contact us today! Email support is also more time consuming than chatbots or phone support. About GlowTouch.

Company 52

Company Social Media How To Chatbots 52

Natalie Petouhof

SEPTEMBER 1, 2015

If customers expect to be able to interact, engage, purchase and get service through any channel, companies need to step up to this challenge. Why Are Companies Struggling with The Seamless Customer Experience? So if consumers are more connected, what does this mean for companies?

Analytics 40

Analytics Omni-Channel Average Handle Time First Call Resolution 40

Talkdesk

DECEMBER 18, 2017

We live in a world where customers expect exceptional service in an instant and customer service has become a continual process. But not every brand is ready to support such high customer expectations for service. For example, companies are opening up new messaging channels (Facebook Messenger, WeChat, etc.)

Social Media 40

Social Media Contact Center Omni-Channel Chatbots 40

GlowTouch

APRIL 24, 2020

Reputable outsourced customer support vendors understand the importance of meeting (and even exceeding) customer expectations. For example, studies have shown that almost 60% of customers that call into support centers are not willing to wait on hold for longer than one minute. About GlowTouch.

Competitive Advantage 52

Competitive Advantage Effort Score Return on Investment Resources 52

Verint

MAY 1, 2018

Today Verint announces a line-up of conferences and digital events taking place in May that focus on digital and omnichannel customer service, GDPR compliance, automation and artificial intelligence, as well as the upcoming Engage TM global customer conference. Verint Engage Global Customer Conference. Learn more.

Self Service 22

Self Service Customer Engagement Engagement Omni-Channel 22

Integrity Solutions

SEPTEMBER 28, 2023

To create a true customer service culture where, by definition, customer needs are not just met but exceeded, customer-facing teams need to view customer service and sales as one and the same. Customers expect to have their needs and opportunities looked out for. WHAT IS EXCELLENT CUSTOMER SERVICE?

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

GlowTouch

JULY 2, 2020

Using a live chat service is a promise—a promise that an actual person will be on hand and ready to address your client’s customers’ concerns in real-time. If customers expect an authentic experience and an automated chatbot greets them instead, chances are they will end the interaction. Avoid Acting Robotic. About GlowTouch.

Chatbots 52

Chatbots Multi-Channel Training Wait Times 52