Eptica

APRIL 25, 2019

Date: Thursday, April 25, 2019 Author: Pauline Ashenden - Marketing Manager 5 top priorities for today’s contact centers. Author: Pauline Ashenden - Marketing Manager The last 25 years have seen the rise of contact centers, both within organizations and in the public mind. Published on: April 25, 2019.

Contact Center 75

Contact Center Self Service Net Promoter Score First Call Resolution 75

NobelBiz

FEBRUARY 22, 2023

In this new revamped consumer experience, these 5 CX trends serve as benchmarks for the future of your contact center. From a contact center perspective, customers now expect to contact a company when and how it is convenient for them. It is already existent and applicable in contact centers.

Contact Center 52

Contact Center Trends Social Media Net Promoter Score 52

NobelBiz

FEBRUARY 22, 2023

In this new revamped consumer experience, these 5 CX trends serve as benchmarks for the future of your contact center. From a contact center perspective, customers now expect to contact a company when and how it is convenient for them. It is already existent and applicable in contact centers.

Contact Center 52

Contact Center Trends Social Media Net Promoter Score 52

Customer Guru

AUGUST 8, 2018

She has over 25 years of experience in guiding businesses on customer experience and helping them understand the importance of the employee experience. Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant. Arie Goldshlager Follow @ariegoldshlager. 27. ” 29.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Natalie Petouhof

FEBRUARY 16, 2018

Based on this information, your live agents will be able to determine the customer’s needs and anticipate any problems or questions they may have. Another great customer-focused aspect of cloud call center software is its omnichannel capabilities. Of course, not all customers prefer the same methods of communication.

Tools 40

Tools Call Center Omni-Channel Contact Center 40

Clarabridge

MAY 10, 2018

Executive Vice Chairman, Founder and Chief Strategy Officer Sid Banerjee took us through the inception of the company and how the Clarabridge product suite has evolved to help brands optimize customer data and transform experiences. From Customer-Focused to Customer-Led at USA TODAY.

Omni-Channel 40

Omni-Channel Self Service Chatbots Ecommerce 40

Verint

APRIL 20, 2018

As one of the UK’s leading home assistance providers, HomeServe contact centers process almost 2 million calls per year. The company wanted to gain stronger insights into the quality of its customer service, so it turned to Verint Speech Analytics for the insights it needed to quickly address issues such as hold times and repeat calls.

Contact Center 22

Contact Center Analytics Customer Journeys Customers 22

Verint

AUGUST 22, 2017

Most contact center agents were not aware of this option, and the back office folks did not realize how often customers call back after finding their lost card. Speech analytics helped surface this opportunity by connecting the customer experience to the back office.

Banking 31

Banking Analytics Contact Center Customers 31

Qualtrics

DECEMBER 15, 2021

CX professionals in the federal government have been true pioneers, cutting new paths and shifting their organizations toward customer-centricity. What communication is coming from other organizations that impact a customer’s journey with yours? Make sure you can listen where you need to, regardless of silos.

Customer Experience 26

Customer Experience Government Customer Journeys Social Media 26

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Comm100

DECEMBER 11, 2017

Having an organizational framework that is aligned with customer experience is important because all the employees have to chip in. Knowing your customer allows you to select the best communication channels to use for better CX. Here are 10 first steps to improve your customer experience. Customer-Focused Culture.

Customer Experience 118

Customer Experience Social Media Self Service Multi-Channel 118

Storyminers

JULY 6, 2020

Annette was named one of “The 100 Most Influential Tech Women on Twitter” by Business Insider and is regularly recognized by companies around the world as a top influencer in Customer Experience. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Verint

JULY 28, 2017

In a recent ETCIO.com article , Firstsource’s Aparajita Gupta, senior vice president, digital support and analytics, describes how using Verint Speech and Text Analytics helped the India-based business process outsourcer analyze huge volumes of data and—importantly for its customers—find root causes to a variety of challenges.

Analytics 28

Analytics Data Social Media Customer Focused 28

Experience Matters

APRIL 7, 2015

Gaining from decades of leading the contact center and analytics market, NICE is well positioned to help organizations not only uncover hidden insights and trends from structured and unstructured data, but also to close the loop and drive the next best action that yield better business results and an improved customer experience.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Thematic

MARCH 29, 2020

In Part 4, you’ll learn how to build a product feedback loop that enables your stakeholders, managers and executives to make customer-focused decisions. The insights can be biased towards those who are most active in the forum instead of those who use the product the most. Contact centers, support & complaints.

Feedback 111

Feedback How To Analysis e-support 111

Playvox

JUNE 15, 2022

By multiplying the number of tickets by the average customer’s monthly recurring revenue (MRR), you can calculate the potential cost of not fixing an issue promptly. Related Article: Uncover New Customer Insights with Customer AI. You’re already collecting data. Now it’s time to make the most of it.

Case Study 52

Case Study Data Customer Success Strategy 52

ClearAction

NOVEMBER 16, 2023

There was a wonderful window of opportunity for VoC managers to inject customer focus into each of these challenges, but unfortunately, few VoC managers were poised to do so with appropriate insights or political positioning. As your bandwidth expands, you can extend your CX efforts to other customer groups.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

Verint

SEPTEMBER 29, 2017

They offered good illustrations of how the company was customer-focused, but all agreed there could be more structure and definition to the efforts going forward. One of the best ways our senior executives support our CX program is the way they make business decisions—through the lens of customer experience.

Leadership 34

Leadership Customer Centricity Average Handle Time Analytics 34

Tricia Morris

AUGUST 21, 2015

Customer experience is how a customer feels about a company over time. In the future, sales, marketing and customer service must be connected (and preferably on a single platform) so that the customer experience is consistent. 3) Interview candidates in the same channel that they will interact with your customers. (4)

CRM 40

CRM Customer Focused Self Service Conference 40