NICE inContact

MAY 24, 2016

V oice of the Customer is a hot topic at companies looking to become more customer-centric or improve their customer experience. For many, this term has become synonymous with customer feedback surveys, but that’s not exactly true. Voice of the Customer is a multi-faceted process to learn more about your customers.

Feedback 131

Feedback Survey Multi-Channel Social Media 131

Magellan Solutions

MARCH 14, 2023

million Filipinos are currently employed in the industry (Contact Center Association of the Philippines (CCAP)). No wonder the call center industry remains to be the ‘sunshine industry’ through the years. In some call center companies, they don’t regard contact center efficiency savings as a “nice to have”.

Call Center 52

Call Center Contact Center Call Center Experience Net Promoter Score 52

TechSee

FEBRUARY 12, 2018

This year’s MWC promises to be a huge event, with 2,300+ exhibitors presenting the latest and greatest in mobile technology to 108,000+ attendees from 208 countries. Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

TechSee

FEBRUARY 12, 2018

This year’s MWC promises to be a huge event, with 2,300+ exhibitors presenting the latest and greatest in mobile technology to 108,000+ attendees from 208 countries. Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018.

Trends 84

Trends Customer Service Multi-Channel Self Service 84

Kustomer

NOVEMBER 25, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Matt Dixon from Tethr to reinvent what it means to delight your customers. Delight typically means going above and beyond customer expectations, so what is there to reinvent? Stay tuned to find out more.

Customer Service 98

Customer Service Effort Score Self Service Customers 98

Talkdesk

MARCH 24, 2021

Digital transformation has been top of mind in the insurance industry for quite some time now, but recent events have forced insurers to develop new ways of delivering value. Contact centers are mostly a human-to-human experience. to a digital environment also requires better contact center integration.

Insurance 53

Insurance Tips Contact Center Multi-Channel 53

NobelBiz

FEBRUARY 18, 2023

For customers, making a phone call is the simplest and quickest way to obtain information or a resolution to a problem. However, from a customer service point of view, the phone call might be inconvenient. If the telephone is the initial point of contact for the client, it might create a set of customer friction points.

How To 52

How To Omni-Channel Multi-Channel Call Center 52

NobelBiz

FEBRUARY 22, 2023

For customers, making a phone call is the simplest and quickest way to obtain information or a resolution to a problem. However, from a customer service point of view, the phone call might be inconvenient. If the telephone is the initial point of contact for the client, it might create a set of customer friction points.

How To 52

How To Omni-Channel Multi-Channel Wait Times 52

Magellan Solutions

AUGUST 4, 2021

million Filipinos are currently employed in the industry (Contact Center Association of the Philippines (CCAP)). No wonder the call center ph industry remains to be the ‘sunshine industry’ through the years. . Tight budgets have been a perennial problem for contact centers, thanks to the high costs associated with staffing them.

Call Center 52

Call Center Contact Center Call Center Experience Net Promoter Score 52

CSM Magazine

FEBRUARY 5, 2018

You may have a contact center solution that either includes some version of live chat or offers an add-on live chat option. Many of these omni-channel solutions try to address all possible channels of communication and don’t specialize in any one. The result, increased customer satisfaction and more one-call resolutions.

Omni-Channel 40

Omni-Channel Multi-Channel Self Service Contact Center 40

Vonage

MAY 11, 2016

The Salesforce World Tour London is on May 19 th and we are delighted to have been selected as one of the Salesforce 2016 Customer Success stories. I am excited to be sharing our story and talking about how Vax has transformed its customer service as a key part of the customer journey.

Multi-Channel 60

Multi-Channel Customer Experience Competitive Advantage Effort Score 60

Talkdesk

JULY 1, 2020

Many customers prefer and expect different digital communication channel options depending on the context. It may be most convenient to text while in the doctor’s waiting room or to email customer service when there’s a more complex issue. add voice to chat) as needed to solve customers’ issues.

Contact Center 118

Contact Center Omni-Channel Multi-Channel Social Media 118

Qualtrics

MARCH 1, 2021

Whether you’re a large multi-national or a small business just starting up, surveys are a cost-effective and accessible method for gaining vital insights to help you thrive. Learn more about customer segmentation. Event feedback survey. Download your free post-event feedback survey template. Customer service survey.

Survey 29

Survey Net Promoter Score NPS Employee Engagement 29

NobelBiz

JANUARY 31, 2022

Customers in 2022 expect to connect with your contact center via a variety of communication methods in a fluid, undifferentiated manner. Furthermore, to increase the efficiency and relevance of multi-channel request processing, you must assist your agents, as well as your clients, by providing them with a knowledge base.

Knowledge Base 52

Knowledge Base Contact Center How To Omni-Channel 52

Calabrio

DECEMBER 8, 2020

Originally deployed primarily by larger or more sophisticated contact centers, analytics quickly emerged as a “must-have” application for modern customer service teams. You’ve probably heard contact center system vendors touting their ability to provide real-time feeds of data. Here’s what he said.

Data 264

Data Contact Center Multi-Channel System 264

Qualtrics

JANUARY 28, 2020

Fast and effective responses are critical at all times and across all channels. Fortunately, customer service support teams have an array of contact methods and customer experience (CX) tools to improve communication and enhance satisfaction levels. Transform your contact center for the experience economy.

Communication 24

Communication Chatbots Multi-Channel Case Study 24

Kustomer

APRIL 16, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Vikas Bhambri, Senior Vice President of Sales and CX at Kustomer, joins Gabe Larsen in discussing how both human customer service agents and artificial intelligence (AI) are mutually beneficial in the development of real and positive customer experiences.

Customer Experience 52

Customer Experience How To Contact Center Airlines 52

Calabrio

DECEMBER 8, 2020

Originally deployed primarily by larger or more sophisticated contact centers, analytics quickly emerged as a “must-have” application for modern customer service teams. You’ve probably heard contact center system vendors touting their ability to provide real-time feeds of data. Here’s what he said.

Data 147

Data Contact Center Multi-Channel System 147

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

NobelBiz

FEBRUARY 22, 2023

Many companies rely on BPO contact centers to handle customer support. In today’s environment, people don’t simply call for help; they also utilize digital channels such as Social media, SMS, chat, and email. Contact centers provide a wide range of support services under one roof.

Call Center 52

Call Center Contact Center Multi-Channel Software 52

Kustomer

MARCH 12, 2020

In this episode of Customer Service Secrets , Gabe Larsen is joined by Matt Dixon to discuss creating an effortless experience for customers. Matt worked for a profit think tank and currently works at a company called Tethr, an AI platform that helps customers understand and interpret data. First is channel stickiness.

Effort Score 52

Effort Score Self Service Customers Net Promoter Score 52

Kustomer

DECEMBER 30, 2020

The pandemic essentially caused a meteor storm of change, crisis, chaos, and challenges that created unprecedented customer service issues. Brands were forced to keep up to maintain trust, earn a reputation for excellence, and serve customers in the ways they now expect. New Channels To Meet Customers Where They Are.

Self Service 98

Self Service Multi-Channel e-support Report 98

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

Experience Matters

APRIL 7, 2015

1) Company Overview: Confirmit enables businesses to operationalize feedback and drive change throughout their organizations using the world’s most secure, reliable and scalable solutions for Voice of the Customer (VoC), Employee Engagement and Market Research (MR) programs. Confirmit. We want companies to believe they can be VoC heroes.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Kustomer

OCTOBER 4, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe and Vikas are joined by Rose Wang and Dan Watkins from Forethought to learn the secrets to successfully incorporating AI in CX. You’re listening to the Customer Service Secrets Podcast by Kustomer. Listen Now: ??

Chatbots 105

Chatbots Contact Center Omni-Channel Self Service 105

Joe Rawlinson

JANUARY 6, 2016

In the last decade, there has been an influx of customer experience platforms that all offer the ability to capture data and give actionable insights to deliver exceptional customer service. This concept plays out across every customer interaction, regardless of the channel. One Brand, Many Channels.

Exceptional Customer Service 60

Exceptional Customer Service Metrics Customer Service Average Handle Time 60

NobelBiz

JUNE 6, 2021

Such questions will be answered through your customer journey mapping. Questions you should know Customer experience, whether you name it customer touchpoints, purchase journeys, engagement strategies, customer experience design, or just customer service, is very likely something every company is already doing.

Customer Journeys 52

Customer Journeys Customer Experience Contact Center Touchpoint 52

Avaya

AUGUST 22, 2017

Resigned to your fate, you then look up the customer service number 1 and click dial. You’ve been sent to customer service jail. We are more informed, empowered, and educated on the products and services that we rely and depend on, without interacting with a business brand or its ambassadors. Do not pass go.

Self Service 61

Self Service Contact Center Multi-Channel Connections 61

Avaya

SEPTEMBER 7, 2017

At the time, sophisticated interaction channels like social media, web chat and presence were available to enhance the CX. And the concept of a platform that seamlessly integrated various channels and devices to deliver consistent, contextual, end-to-end experiences? But, for the most part, businesses weren’t adopting them.

Omni-Channel 67

Omni-Channel Customer Experience Contact Center Social Media 67

Kustomer

JUNE 24, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe and Vikas unearth the top problems facing CX leaders in the modern environment. If customers have a horrible experience with a brand, they are very likely to share their experience and opinion with others. TRANSCRIPT.

B2C 87

B2C Tips B2B Interaction 87

Kustomer

JUNE 24, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe and Vikas unearth the top problems facing CX leaders in the modern environment. If customers have a horrible experience with a brand, they are very likely to share their experience and opinion with others. TRANSCRIPT.

B2C 59

B2C Tips B2B Interaction 59

Comm100

FEBRUARY 6, 2018

Business Seeks All-in-One Customer Service Software. Salesforce features a robust reporting system, advanced customization options, and a powerful database that keeps track of contacts across channels. DataCar CRM : Allows for appointment scheduling, activity reports, multi-channel marketing, and more.

Software 104

Software Customer Engagement Engagement Omni-Channel 104