NobelBiz

NOVEMBER 13, 2023

According to Forbes : 97% of consumers and 98% of contact center managers say customer service interactions impact whether consumers stay loyal to a brand. 61% of consumers will pay at least 5% more if they know they’ll get a good customer experience. How to measure Your Contact Center’s NPS?

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

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

Talkdesk

MARCH 12, 2020

As customer expectations evolve, so does the contact center. Humach delivers a differentiated combination of AI-powered digital agents with humans-in-the-loop to remove friction in the customer journey. Customizing the customer journey. The customer is changing. Choosing Talkdesk.

Omni-Channel 60

Omni-Channel Customer Journeys Self Service Contact Center 60

Playvox

FEBRUARY 27, 2024

The term “buyer’s market” is best known for describing the state of the real estate market, but it’s also applicable to contact centers. In a buyer’s market, customers have choices and can take their business elsewhere should they receive less-than-optimal products, service, and support.

Engagement 73

Engagement Contact Center How To Employee Engagement 73

NobelBiz

OCTOBER 24, 2023

Both the customer experience map and the journey map are essential tools for businesses aiming to understand and improve the interactions their customers have with their brand. While they often are used interchangeably, these maps serve distinct purposes, have unique elements, and offer varying insights.

Customer Journeys 104

Customer Journeys Customer Experience Contact Center Touchpoint 104

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Call Experts

DECEMBER 18, 2019

According to The State of IVRs in 2018 webinar, 83% of users would avoid a company after a poor experience with an interactive voice response. To build an easy to use IVR that helps your customers follow these five tips! Focus on self-service benefits. The intention of automation is self-service at all times of the day.

Tips 81

Tips Self Service Contact Center Call Center 81

CSM Magazine

DECEMBER 18, 2021

New and experienced employees need to know how to be productive when working in a hybrid arrangement, how to boost effectiveness in digital communication, and how to engage customers. Revisit your training offerings to make sure you have webinars, resources, and in-depth training to match current needs. Map the Customer Journey.

Call Center 52

Call Center Customer Journeys Self Service Training 52

Talkdesk

JANUARY 12, 2018

Let’s face it: today’s customers are savvier and more mobile than ever. They have probably already used your digital self-service solution to find answers to common questions, so if they are calling your contact center, it means they have relatively complex issues.

Contact Center 40

Contact Center Self Service CRM First Call Resolution 40

Talkdesk

JANUARY 12, 2018

Let’s face it: today’s customers are savvier and more mobile than ever. They have probably already used your digital self-service solution to find answers to common questions, so if they are calling your contact center, it means they have relatively complex issues.

Contact Center 40

Contact Center Self Service CRM First Call Resolution 40

COPC

JUNE 9, 2023

So, let’s embark on this AI-powered journey together and unlock the true potential of customer experience. Webinar: Considerations for Navigating AI in CX Explore approaches to using artificial intelligence AI to service your customers. Structured processes for gathering and treating this data are necessary.

Industry 114

Industry Customer Experience Analytics Training 114

NobelBiz

AUGUST 28, 2023

Hey there, fellow contact center champions! Ready to dive deep into the heart of transforming your contact center’s performance? Buckle up, because we’re about to embark on a journey that will take your operations from average to exceptional. Watch the entire on-demand Webinar episode here.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

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

Avaya

NOVEMBER 2, 2017

At the recent Monage Conference , where Jeff Pulver invited me to speak, I talked about chatbots and shared how they can transform customer experiences for large enterprises. It was a perfect topic for the mix of customers and entrepreneurial chatbot developers in attendance. Our successes include sports arenas such as Avaya Stadium.

Chatbots 57

Chatbots Customer Experience Self Service Contact Center 57

Playvox

MARCH 19, 2024

Some of the most common uses of AI have been game changers: Virtual assistants like Siri guiding us on our way and finding information in an instant Fraud detection from our financial institutions Medical diagnoses and healthcare Contact centers are no exception and stand to gain significant business and operational benefits from AI.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

NobelBiz

NOVEMBER 6, 2023

In today’s fast-paced digital environment, intelligent automation has become a powerful force, propelling change within call centers across the globe. Contact centers serve as the lifeblood of customer service for countless businesses, and the integration of intelligent automation holds the key to unlocking their full potential.

Call Center 105

Call Center Self Service Contact Center Customer Service 105

NICE inContact

MAY 10, 2019

An overhaul of Swedish Rail’s website, including the web chat channel, empowered customers to have a self-service experience during digital purchases. Interested in finding out more about WebHelp and Swedish Rail, and their digital transformation journey? Access the webinar recording.

Self Service 27

Self Service Customer Experience Social Media Omni-Channel 27

CSM Magazine

DECEMBER 28, 2021

So, it makes sense that focusing on the heartbeat of the organization – the employees – is more important than ever to keeping customers happy and contributing to the success of the organization. That is where employee engagement comes into the picture.

Employee Engagement 59

Employee Engagement Engagement Customer Experience Culture 59

Natalie Petouhof

MAY 27, 2016

. • The ROI Of Agile Customer Care: Reduce Training and Easy To Add Channels. ROI of Social Customer Service- Upcoming. • The Customer Service Playbook for Integration of Traditional, Digital, Social and Mobile Customer Service Strategies and Technologies-Upcoming.

Omni-Channel 40

Omni-Channel Social Media e-support ROI 40

Verint

OCTOBER 30, 2017

Top 5 Best Practices for Extending WFO Beyond the Contact Center. November 9; Online Webinar. The contact center is often just the start of the customer’s journey. November 15; Online Webinar. Empower Your Employees with More Data, More Automation.

Self Service 6

Self Service Contact Center Engagement Groups 6

UJET

MARCH 22, 2021

When it comes to your customer experience, it’s not just about how well trained or equipped your agents are or the products and services you provide. It’s the end to end customer journey that matters. And the IVR is at the heart of that journey. We’ll guide them to answers for more self-servicing and deflection.

Virtual Agent 82

Virtual Agent Self Service Contact Center Customer Journeys 82

Esteban Kolsky

JANUARY 29, 2018

On January 18th I participated with Matt Kresch (Microsoft) in the first of three video webinars (vidnars? that we are presenting on Customer Experience. 30% churn in contact centers was not unheard off, and there were a couple of companies I know that had 120-150% turnover in one year. Remember the bad old days?

Customer Experience 107

Customer Experience Customer Journeys Self Service Interaction 107

Upstream Works

JANUARY 22, 2019

The key to improving agent and customer engagements is to streamline and automate processes across contact centers and business units with effective integration of systems and information. They also represent aspects of the customer journey which would otherwise be lost. When we say omnichannel, we mean it.

Customer Experience 94

Customer Experience Self Service Contact Center Omni-Channel 94

Pointillist

NOVEMBER 11, 2019

It is the only performance metric that “has an effect on almost every other meaningful statistic and measurement in the call center.” ” Today’s call centers must balance many priorities while maintaining an intense focus on customers. As McKinsey & Company explains : The contact center.

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74

NobelBiz

OCTOBER 17, 2023

Power Your Contact Center with Work-From-Home Excellence Work-from-home (WFH) in contact centers enhances employee productivity, offers business flexibility, and maintains continuity during disruptions. According to cxtoday.com , 96% of contact centers admit they face challenges in maintaining compliance.

Call Center 59

Call Center Management Contact Center Contact Center Software 59

Verint

MARCH 2, 2016

CRM Magazine – Roundtable Webinar. March 2; Webinar. Verint’s Greg Sherry, vice president, marketing, will present “Why Voice of the Customer Is Essential Now—Understand What Customers and Prospects Are Thinking Before It’s Too Late” at 2 p.m.

CRM 20

CRM Analytics Customer Engagement Customers 20

NICE inContact

NOVEMBER 8, 2019

We’re making it easier than ever for contact center managers to bring together the most powerful solution to operate your contact center, to drive efficiency and productivity, and to give your agent a streamlined desktop with everything they need in one place. Easy-to-use, integrated agent desktop delivers productivity.

Contact Center 27

Contact Center Average Handle Time Self Service CRM 27

TechSee

JULY 14, 2021

With these new developments, a panel of industry experts and thought leaders were gathered together to weigh in on the future of computer vision AI and visual self-service. Donna Fluss , President of DMG Consulting LLC and an industry expert in IVAs, self-service and contact center automation.

Self Service 207

Self Service B2B Video Contact Center 207

NICE inContact

JANUARY 11, 2019

The current decade has brought many changes to quality management, including the increase of treating customer interactions using omnichannel – the ability to handle queries flexibly across self-service and agent-assisted media channels with full context. Change Brought by Omnichannel Interactions.

Omni-Channel 45

Omni-Channel Management Contact Center Self Service 45

Thematic

MARCH 29, 2020

Contact centers, support & complaints. Today when customers need help, they have many options: Call a help line or a call center, Use a live chat or a bot on your website, Raise a support ticket, Email or tweet a complaint. Customer feedback also helps create more scalable operations. DIY / Self Service.

Feedback 111

Feedback How To Analysis e-support 111