Win the Customer

DECEMBER 14, 2015

Something as simple as a phone conversation can make the difference in the life of a customer, if it’s done correctly. Direct agent-to-customer communication is one of the most powerful methods of problem solving available in the contact center today. Key Call Center Voice Technology Capabilities to Consider.

Call Center 52

Call Center Metrics Multi-Channel Management 52

NobelBiz

APRIL 27, 2021

Customer relationship management is at the forefront of all business debates. Overall, retaining existing customers is much more lucrative than attracting new ones. As a result, engaging in contact center solutions and technologies yields significant returns for companies.

Contact Center 52

Contact Center Loyalty Net Promoter Score Multi-Channel 52

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

NobelBiz

JULY 25, 2023

Customer Interaction Analytics also serves as a tool used by supervisors to analyze what interactions the team is having and to determine the most successful communication channels for a given campaign. Let’s delve deeper into the essence of interaction analytics, especially from the vantage point of call centers.

Interaction 98

Interaction Analytics Call Center Contact Center 98

Kustomer

MAY 20, 2021

Breaking language barriers and taking advantage of tools like Unbabel will make your brand known for going above and beyond customer expectations; for doing more than just the bare minimum. Listen Now: Listen to “How to Evolve with the Changing Needs of your Customer Service Team | Edmund Ovington” on Spreaker.

Customer Experience 105

Customer Experience Multi-Channel Customers Brands 105

NobelBiz

FEBRUARY 22, 2023

Whatever the driving force behind this transition, it is important to consider the technological advancements that have occurred in the contact center space in recent years. In that regard, Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations.

Contact Center 52

Contact Center Contact Center Software Call Center Multi-Channel 52

InMoment XI

DECEMBER 7, 2023

Customer-centric companies are 60% more profitable than companies that don’t focus on customers. As your organization starts your customer experience management efforts, you need to consider how to measure it. This will tell you what a single customer is worth to your business throughout the course of the relationship.

Metrics 260

Metrics Net Promoter Score Measurement Effort Score 260

NobelBiz

FEBRUARY 21, 2022

Whatever the driving force behind this transition, it is important to consider the technological advancements that have occurred in the contact center space in recent years. In that regard, Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

Brad Cleveland Blog

AUGUST 3, 2023

The experiences that customers have with any organization—not just yours or others in your industry—shape their perceptions. For customer experience leaders, this can seem like a daunting challenge. Customer Perceptions Keep Changing appeared first on Brad Cleveland.

Customers 48

Customers Industry Customer Experience Multi-Channel 48

SurveySensum

JANUARY 26, 2022

Top customer experience trends in 2022. A boost in multi-channel service. Optimizing customer experience for mobile devices. Meeting customer expectations. Alteration in the operation of the contact center. Providing instant fulfillment for online customers. A boost in multi-channel service.

Trends 59

Trends Customer Experience Contact Center Multi-Channel 59

SurveySensum

JULY 14, 2020

Nandkishor Tripathi – Global Head of Customer Experience at SurveySensum. Multi-Award Winner, Nandkishor Tripathi is a Market Research Operations and CX Methodology Specialist with over 16 years of proven track record in delivering customer experience at the highest levels. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Magellan Solutions

MAY 6, 2021

This recent innovation can easily take-over tradition call guidelines as it centralizes all transactions into one channel. Developers of BPO software are taking hybrid call centers one step further by creating novel ways to encompass more than inbound and outbound calling communication. Besides, some customers just need a push.

Omni-Channel 52

Omni-Channel Technology Call Center Social Media 52

Brad Cleveland Blog

AUGUST 3, 2023

The experiences that customers have with any organization—not just yours or others in your industry—shape their perceptions. For customer experience leaders, this can seem like a daunting challenge. Customer Perceptions Keep Changing appeared first on Brad Cleveland.

Customers 26

Customers Industry Customer Experience Multi-Channel 26

Brad Cleveland Blog

JANUARY 6, 2015

The Edge of Service® Newsletter, Issue 11: A Multichannel World If you were to walk into an Amazon.com customer contact center, you’d see desks turned sideways so that Fire tablet support agents have a neutral background for video calls (one-way, agent-to-customer).

Contact Center 20

Contact Center Video Groups Multi-Channel 20

Brad Cleveland Blog

JANUARY 6, 2015

The Edge of Service™ Newsletter, Issue 11: A Multichannel World If you were to walk into an Amazon.com customer contact center, you’d see desks turned sideways so that Fire tablet support agents have a neutral background for video calls (one-way, agent-to-customer).

Contact Center 20

Contact Center Video Groups Multi-Channel 20

Avaya

SEPTEMBER 7, 2017

Consider how much has changed over the last decade in terms of technology and the customer experience (CX). Social media platforms like Snapchat and Instagram wouldn’t be released until three or four years later. Integrate systems and processes: The customer relationship is shaped by experiences across all lines of business.

Omni-Channel 67

Omni-Channel Customer Experience Contact Center Social Media 67

Brad Cleveland Blog

JANUARY 8, 2020

GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM set (and met) two aggressive goals to support their customer-centric vision.

Customer Care 26

Customer Care Customer Centricity Customers Brands 26

Brad Cleveland Blog

JANUARY 8, 2020

GM set (and met) two aggressive goals to support their customer-centric vision. Goal 1: Deliver on today’s customer expectations. GM recognized that customers are increasingly turning to social channels for customer service, and established a response …

Customer Care 26

Customer Care Customer Centricity Customer Expectations Customers 26

Brad Cleveland Blog

JANUARY 8, 2020

GM set (and met) two aggressive goals to support their customer-centric vision. Goal 1: Deliver on today’s customer expectations. GM recognized that customers are increasingly turning to social channels for customer service, and established a response …

Customer Care 20

Customer Care Customer Centricity Customer Expectations Customers 20

Eptica

NOVEMBER 6, 2015

Author: Anne-Merete Jensen Recruiting and retaining high quality customer service staff is one of the cornerstones of keeping consumers happy and loyal. Gartner predicts that by 2020 nearly half (47%) of all customer service requests will still require human interaction.

Technology 48

Technology Self Service Customer Service Social Media 48

Brad Cleveland Blog

OCTOBER 3, 2018

The post Communicating Access Alternatives to Customers appeared first on Brad Cleveland.

Communication 26

Communication Customers Multi-Channel Social Media 26

Brad Cleveland Blog

FEBRUARY 28, 2017

The Edge of Service® Newsletter, Issue 20: TEDx: Thriving in an Always-On World Being always connected…is it a blessing or a curse? Are we in charge, or are we slaves to our smartphones?

Connections 26

Connections Multi-Channel Social Media Contact Center 26

Brad Cleveland Blog

FEBRUARY 16, 2017

Let me give you three steps that are absolutely fundamental in delivering services through social channels. You don’t just walk into a room and start talking, and that’s just as true in the social world. Listen Begin by listening.

Customer Care 26

Customer Care Customers Multi-Channel Social Media 26

Brad Cleveland Blog

FEBRUARY 28, 2017

For the past three decades, I’ve been privileged to work with a diverse range of organizations—from small startups to national governments and multinational corporations—in shaping their customer … Are we in charge, or are we slaves to our smartphones?

Government 26

Government Connections Multi-Channel Social Media 26

Brad Cleveland Blog

JUNE 2, 2016

It was great to be included in an article Telus International put together on retaining millennial customers. Lindsey Groepper of BlastMedia and John Rampton … Continue reading → The post Four Keys to Retaining Millennial Customers appeared first on Brad Cleveland.

Financial 26

Financial Industry Customers Self Service 26

Brad Cleveland Blog

FEBRUARY 16, 2017

Let me give you three steps that are absolutely fundamental in delivering services through social channels. You don’t just walk into a room and start talking, and that’s just as true in the social world. Listen Begin by listening.

Customer Care 20

Customer Care Customers Multi-Channel Social Media 20

Brad Cleveland Blog

FEBRUARY 28, 2017

For the past three decades, I’ve been privileged to work with a diverse range of organizations—from small startups to national governments and multinational corporations—in shaping their customer … Are we in charge, or are we slaves to our smartphones?

Government 20

Government Connections Multi-Channel Social Media 20

Brad Cleveland Blog

FEBRUARY 16, 2017

Let me give you three steps that are absolutely fundamental in delivering services through social channels. You don’t just walk into a room and start talking, and that’s just as true in the social world. Listen Begin by listening.

Customer Care 20

Customer Care Customers Multi-Channel Social Media 20

Brad Cleveland Blog

JUNE 2, 2016

It was great to be included in an article Telus International put together on retaining millennial customers. The article focuses on the financial services industry, but the principles apply to many other industries. Lindsey Groepper of BlastMedia and John Rampton of Due were also interviewed for the article. You can read it here.

Financial 20

Financial Industry Customers Self Service 20

Brad Cleveland Blog

JUNE 2, 2016

It was great to be included in an article Telus International put together on retaining millennial customers. The article focuses on the financial services industry, but the principles apply to many other industries. Lindsey Groepper of BlastMedia and John Rampton of Due were also interviewed for the article. You can read it here.

Financial 20

Financial Industry Customers Self Service 20

Magellan Solutions

AUGUST 9, 2021

This is achieved through the use of digital data collection: Social media use. Social media marketing. Now, don’t confuse omnichannel marketing with multi-channel marketing. The former connects consumers on different channels. It dramatically heightened customers’ expectations. Blog activity.

B2B 40

B2B Trends Chatbots Call Center 40

Brad Cleveland Blog

DECEMBER 16, 2014

In this 12-minute interview, we discuss the trends shaping service and how to meet today’s fast-evolving customer expectations. Earlier this week, I joined Laura Sikorski on the WebTV show, Sikorski’s Think Abouts.

Trends 20

Trends Customer Service Customer Expectations Meeting 20

Brad Cleveland Blog

DECEMBER 16, 2014

In this 12-minute interview, we discuss the trends shaping service and how to meet today’s fast-evolving customer expectations. Earlier this week, I joined Laura Sikorski on the WebTV show, Sikorski’s Think Abouts.

Trends 20

Trends Customer Service Customer Expectations Meeting 20

Brad Cleveland Blog

OCTOBER 3, 2018

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Communication 20

Communication Customers Multi-Channel Social Media 20

Brad Cleveland Blog

OCTOBER 3, 2018

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Communication 20

Communication Customers Multi-Channel Social Media 20

Comm100

FEBRUARY 5, 2018

Social Media Software. Exploring A Broad Term: What Is Customer Engagement Software? From customer relationship management (CRM) software to knowledge base and social media tools — it almost seems harder to find a software solution that isn’t considered a customer engagement tool than one that is.

Social Media 121

Social Media CRM Self Service Software 121

NobelBiz

FEBRUARY 23, 2023

For a few years now, businesses including contact centers have relied heavily on Cloud technologies. A VoIP solution incorporated into a UCaaS system is a critical component of a multi-channel platform that significantly improves corporate communications by enabling IP connections (Internet Protocol).

Contact Center 52

Contact Center Multi-Channel Omni-Channel Conference 52