PeopleMetrics

SEPTEMBER 12, 2019

There are five channels that we see often at PeopleMetrics: websites, mobile app, contact center, in location, and field services (in the home): Websites: refers to customers visiting websites to gather information about a company. Contact Center: an important touchpoint where customers call for more information or assistance.

Touchpoint 91

Touchpoint Feedback CEM Customer Experience 91

BlueOcean

NOVEMBER 29, 2023

The highest performing companies will ensure these disciplines coexist, transforming their contact centers (and much of their business) to maximize their business outcomes. UX In today’s contact center, the tools we use to connect with customers are more customer-facing than ever before.

Contact Center 156

Contact Center Multi-Channel Strategy Self Service 156

ShepHyken

JANUARY 8, 2018

iQmetrix) A seamless omnichannel experience means that whether online or offline, your customer sees the same branding, structure, values, and tone. How Best to Empower Today’s Contact Center Agents by Don Berryman. (No (What’s happening inside your organization is felt on the outside by your customers!).

Customer Service 0

Customer Service Contact Center Retail Competitive Advantage 0

Avaya

MARCH 23, 2017

This next-generation CX is supported by several advanced technologies—big data analytics, omnichannel, automation—however, these investments are all aimed at driving one thing: contextualization. In today’s smart, digital world, companies must transform the traditional call center into an integrated, digital communications hub.

Apparel 61

Apparel Contact Center Call Center Omni-Channel 61

CSM Magazine

AUGUST 22, 2019

That’s why we’ve gathered together those leading customer support and experience (CS/CX) from the world’s most influential brands to set the bar for omnichannel support and ensure we are meeting the needs of customers of the future. SVP, Global Loyalty & Partnerships, Wydham Hotels & Resorts. VP, Returns, Walmart.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

Avaya

APRIL 3, 2017

He extends his vision that messaging is at the center of the digital transformation era. I wanted to explore some of the observations from the conference—especially those about contact center operators leveraging customer journey maps for serving customers effectively via chat, SMS and other messaging communiques.

Customer Journeys 58

Customer Journeys Contact Center Conference Chatbots 58

Kustomer

JUNE 10, 2021

A holistic approach to CX doesn’t stop simply at omnichannel communication. Gabe’s sidekick and 20 years CRM contact center life. Formerly was the Vice President and GM of the contact center business at Cisco and prior to that, I was actually CEO of a cloud contact center company called Serenova.

Contact Center 97

Contact Center Consumers Interaction CRM 97

Playvox

APRIL 14, 2022

As businesses increasingly focus on customer experiences as a competitive differentiator, contact centers have taken center stage. Despite gains in self-service adoption, contact center agents are still central to providing consistently satisfying CX. Take Ritz-Carlton hotels as an example.

Contact Center 78

Contact Center Self Service Abandon Rate Omni-Channel 78

TechSee

APRIL 10, 2019

Drive Revenue with Great Customer Experience 2017 indicates that after the auto industry and upscale hotels, telecoms has the third highest potential for increasing revenue by improving CX. Comcast – Omnichannel support. This omnichannel CX is increasingly expected by today’s customers. And by how much? Boost revenues?

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

Verint

JUNE 2, 2015

Verint will host Engage 2015, its global customer conference, at the Paris Las Vegas Hotel in Nevada. Engage – Verint Global Customer Conference. June 8-11; Las Vegas, Nevada.

Net Promoter Score 20

Net Promoter Score Conference Effort Score Hotels 20

GlowTouch

APRIL 27, 2021

The Hot Brown was invented in a Louisville hotel nearly 100 years ago as a classier alternative to ham and eggs. Back in the day, the Brown Hotel was the place to be for the city’s glitterati, and the sandwich became renowned as a late-night snack. No problem; this is why we are in the business of customer care. About GlowTouch.

Customer Service 52

Customer Service Sports Hotels Return on Investment 52

SurveySensum

JULY 14, 2020

Jaakko Männistö is an entrepreneur, Founder, and Omnichannel Customer Experience Professional. She is a trusted industry voice for guidance on emerging contact center channels and technologies. He is a GTACC Award winner and has been listed in the ICMI Top 50. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Stella Connect

JANUARY 25, 2018

In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. Below, we’ll share our predictions and explain what customer service and contact center leaders must factor into their plans. Consumer Expectations for Omnichannel Will Soar.

Self Service 40

Self Service Trends Customer Service Contact Center 40

Avaya

JUNE 27, 2017

Today, 40% of guests now regularly use hotel mobile apps. Overall, two-thirds say they have a better hotel experience when brands leverage the latest technologies. A unique walk-through capability enables guests to independently navigate their hotel experience with support from a contact center if needed.

Hospitality 53

Hospitality Guest Experience Hotels Entertainment 53