Think Customers

JULY 1, 2020

The contact center industry has always needed to look forward. An overwhelming at-home workforce and consumer base forced the contact center industry to enforce temporary innovations to handle surging volume and traffic. Distributed contact center workforces The crisis completely turned work on its head.

Contact Center 52

Contact Center Self Service Healthcare Chatbots 52

Vonage

MARCH 26, 2018

In an age where customers can buy into your products and services from almost anywhere in the world, this has become increasingly complex. Although there’s no one-size-fits-all solution, the following 10-step plan will provide a framework that will allow your contact center to adopt a more personalized approach to customer care.

Omni-Channel 145

Omni-Channel Self Service Customer Experience Social Media 145

West Monroe

JUNE 22, 2022

How well do your existing service experiences—such as direct research and surveying—address customers’ needs and preferences? Are your agents able to provide the best service possible? How well do internal knowledge management and service teams operate? KPIs are the heartbeat of service.

Omni-Channel 52

Omni-Channel Customer Service Strategies Strategy Customer Service 52

Vonage

AUGUST 15, 2016

Customers experience several touch-points with your company after the sale – from checking information on the website, viewing ads, reading articles, comparing brand experiences with peers, friends or influencers to contacting customer service. So, how well are we managing this 360-degree experience?

Self Service 120

Self Service Contact Center Trends Connections 120

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

Call Experts

NOVEMBER 12, 2021

Yes, it’s important to go on vacation; no one is saying you shouldn’t do this,” said Annemarie Cross, Project Manager at UC Berkeley’s Haas School of Business. “But if you know you won’t be addressing customer service issues during the holidays, give yourself a time limit (i.e., “Be available.

Tips 98

Tips Customer Service Contact Center Self Service 98

Lumoa

NOVEMBER 30, 2022

Beyond this, you should provide multiple language options so that your customers can use the service no matter where they are in the world. Set up chatbots for a 24/7 contact center. Of course, you should also integrate conversational AI into your customer service strategy.

Retail 208

Retail Customer Experience Chatbots Ecommerce 208

Kustomer

DECEMBER 30, 2020

Turnkey Integrations for Voice Apps: With voice still being the top channel for support, we launched turnkey integrations with various voice contact centers such as Aircall and UJET , to help you deliver hyper-personalized support for those users. to bring self-service tools and intelligence capabilities to our clients.

Self Service 98

Self Service Multi-Channel e-support Report 98

Kustomer

APRIL 13, 2022

This can complicate the customer support process, but it also has its advantages, allowing you to seek customer feedback. . There are also many valuable tools at your disposal that you can use to build a strong customer service strategy. Your customers will come here first when they have any concerns.

Self Service 94

Self Service Customer Service Chatbots Omni-Channel 94

delighted

SEPTEMBER 27, 2019

In a busy contact center, finding time for training isn’t easy, especially if you have significant turnover. Time invested in team training and support reduces turnover and enhances the experience of customers. This doesn’t bode well for customers who may be trying to explain complicated scenarios.

Customer Service Strategies 42

Customer Service Strategies Customer Service Strategy Self Service 42

Myra Golden

APRIL 11, 2023

A whopping one-third of contact centers have laid off employees in the last 12 months, reducing their headcount by about 33%. Despite fewer resources and fewer employees, contact centers are expected to achieve the same or better results. But how can they achieve this?

Strategy 52

Strategy Contact Center Average Handle Time First Call Resolution 52

Comm100

FEBRUARY 5, 2018

Businesses that listened to and connected with customers online were rewarded with consumer engagement in the form of clicks, mentions, subscriptions and more. But how were companies to manage, track, and convert an ever-growing number of interactions into revenue? The answer for many businesses was customer engagement software.

Social Media 123

Social Media CRM Self Service Software 123

CSM Magazine

FEBRUARY 21, 2022

In addition, unlike traditional or multichannel experience, it ensures higher customer satisfaction. Therefore, it is regarded as the new prescribed benchmark for a premier customer experience. After that, they could get on a call with a customer support executive. Chatbots and website helpdesks can utilize them.

Omni-Channel 52

Omni-Channel Self Service Tools Customer Experience 52

TechSee

JUNE 1, 2021

Visual assistance transforms a self-service channel like web, chat, or online video tutorials into a visual, interactive, and personalized experience, allowing freelancers to resolve issues by themselves without the need to contact the brand’s support center. Real potential for growth in gig customer service.

Self Service 109

Self Service Customer Service Video Analysis 109

Think Customers

NOVEMBER 1, 2021

It’s a common part of many contact center calls: the transfer. They have the potential to frustrate callers and associates alike – callers don’t like spending extra time on a call or, worse yet, having to repeat themselves; and associates worry about transfers’ effects on average hold times and customer satisfaction.

Self Service 52

Self Service Net Promoter Score Contact Center Average Handle Time 52

Think Customers

MAY 19, 2020

A forward-thinking strategy is the best solution for overcoming uncertainty. For CX-leaders in the contact center space to overcome the fallout from COVID-19, the digital, remote, and perseverance strategies that carried them through the crisis in the first place may be their best move. Invest in readiness.

Self Service 52

Self Service Company Contact Center Chatbots 52

Verint

OCTOBER 11, 2017

In previous blogs, my colleagues and I have written extensively about Verint Knowledge Management solutions and how to maximize the value of your knowledge management solution. Knowledge management offers tremendous benefits around the speed, quality, consistency and agility of information throughout the organization.

Self Service 27

Self Service Management Knowledge Base Contact Center 27

Think Customers

FEBRUARY 16, 2021

As important as customer experience is, employee experience is equally critical, and automation can benefit the workforce as much as the consumer. Brands should apply easy customer self-service where it makes sense, but also enable and equip customer-facing associates with the tools they need to deliver effortless experiences as well.

Customer Journeys 52

Customer Journeys Self Service Contact Center Omni-Channel 52

Call Experts

AUGUST 25, 2022

You need to outsource customer service to improve your business’s reputation and reach. The right contact center can help you with several tasks , including answering customer queries, maintaining customer records, and more. . You save your business time and money when you outsource customer service.

Customer Service 52

Customer Service Contact Center Self Service Metrics 52

Comm100

JUNE 13, 2018

Live chat provides businesses with valuable sales and customer service opportunities that aren’t possible through any other channel. During the holiday season, many contact centers experience high call volumes. This results in longer wait times and negatively impacts the customer experience.

Tips 133

Tips Self Service e-support Social Media 133

ViiBE Blog

AUGUST 25, 2021

Last but not least, you should ensure that your customers can easily access your customer service team at any time, and that such help is available in various forms, through various platforms. How can you measure customer satisfaction? Knowledge management. What is an employee self-service portal?

Customer Satisfaction 98

Customer Satisfaction Measurement Net Promoter Score Effort Score 98

Comm100

JANUARY 14, 2016

In order to stay on top as an industry-leader, it is more important than ever that businesses recognize upcoming consumer service trends, and understand how to update their customer service strategies accordingly. In fact, customers will demand it. Self-Service Tools – Good for Everyone.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

transcosmos Information Systems

OCTOBER 22, 2015

Salesforce blogs are mainly focused on small businesses, customer relations, IT, Marketing, and offering tips and tricks for almost all kinds of businesses. The Aspect blog provides technology news, trends and actual customer experiences, best practices for customer experience related matters for contact centers and enterprises.

Omni-Channel 48

Omni-Channel Customer Service Self Service Contact Center 48

transcosmos Information Systems

OCTOBER 22, 2015

Salesforce blogs are mainly focused on small businesses, customer relations, IT, Marketing, and offering tips and tricks for almost all kinds of businesses. The Aspect blog provides technology news, trends and actual customer experiences, best practices for customer experience related matters for contact centers and enterprises.

Omni-Channel 48

Omni-Channel Customer Service Self Service Contact Center 48

NICE inContact

MAY 10, 2019

Companies face growing customer expectations — they want a true omnichannel experience supporting more and more digital channels. At the same time, the customer experience has become the #1 competitive differentiator, making many companies examine and reconsider their customer service strategies.

Self Service 27

Self Service Customer Experience Social Media Omni-Channel 27

ShepHyken

FEBRUARY 7, 2017

As Peter Drucker said, “You can’t manage what you don’t measure.”. After Shep’s opening comments, Shep and Jeremy discuss how you can measure what the customer is saying through listening, and paying attention to your customer satisfaction or Net Promotor Score surveys, and the verbatim feedback that accompany them.

Self Service 48

Self Service Competitive Advantage Policies Customer Satisfaction 48

Integrity Solutions

SEPTEMBER 28, 2023

Their emphasis customer service training delivers end-to-end service excellence that is driving strong loyalty, competitive differentiation and direct revenue generation. But great customer experiences don’t just happen. It’s a never-ending process that we need to nurture, foster and manage.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

Natalie Petouhof

MAY 27, 2016

The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming. Customer Experience IOT in the Automotive Industry-Upcoming. **. . • ROI Of Customer Service & Customer Experience. • How to Measure Customer Experience: Performance Management Maturity-Upcoming.

Omni-Channel 40

Omni-Channel Social Media e-support ROI 40

Comm100

FEBRUARY 16, 2018

Customer advocates and thought leaders agree: providing a friction-less experience for customers is moving from novelty to mandatory. That is why reducing customer effort was voted the number one priority for contact centers in 2018. Recommended for you: Is Your Contact Center Ready for the New Year?

Customer Service 102

Customer Service Social Media Chatbots Knowledge Base 102

Comm100

FEBRUARY 22, 2018

Self-service has been growing in popularity, which means that chances are, if you have a website, then you have a customer-facing knowledge base or an FAQ section. Customer-facing knowledge bases aren’t the only resources that companies have. Often contact centers will have their own agent-facing knowledge base.

Chatbots 115

Chatbots Customer Journeys Knowledge Base How To 115

Comm100

FEBRUARY 22, 2018

Self-service has been growing in popularity, which means that chances are, if you have a website, then you have a customer-facing knowledge base or an FAQ section. Customer-facing knowledge bases aren’t the only resources that companies have. Often contact centers will have their own agent-facing knowledge base.

Chatbots 102

Chatbots Customer Journeys Knowledge Base How To 102

Tricia Morris

JANUARY 29, 2016

Of course I am referring to their expertise and engagement with the game Minecraft – a game that, once you overcome the lack of impressive graphics and a tad bit of motion sickness, will teach you all you need to know about the most disruptive and transformative shift of control in managing, maintaining, and maturing customer relationships, ever.

Customer Engagement 40

Customer Engagement Engagement CRM Self Service 40