InMoment XI

DECEMBER 22, 2022

Indirect Feedback Methods (also known as unsolicited feedback): Call center recordings : By capturing call center or contact center recordings, you can understand factors like call frequency and burdens to the center. Bringing Voice of Customer Examples to Life.

Voice of Customer 558

Voice of Customer Examples Strategy Net Promoter Score 558

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. Focus on current customers: It might not sound very radical, but companies that concentrate on existing customers and work on building their loyalty see real results.

Self Service 150

Self Service Contact Center Omni-Channel Loyalty Programs 150

ShepHyken

DECEMBER 9, 2022

What do customers expect from contact centers? . But what exactly do customers expect from your contact center? First, make sure that your contact center is easily accessible and that customers can reach a live person when they need assistance. What is a contact center CRM? .

Customer Journeys 122

Customer Journeys Brands Sales Contact Center 122

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. Focus on current customers: It might not sound very radical, but companies that concentrate on existing customers and work on building their loyalty see real results.

Self Service 120

Self Service Contact Center Omni-Channel Loyalty Programs 120

NobelBiz

OCTOBER 31, 2023

In the contact center world, every second counts, and a well-timed response can turn an inquiry into a loyal customer. From sentiment analysis to agent impact, discover the future of contact centers. Nobelbiz and Data-Driven Decision Making Nobelbiz offers solutions that are tailor-made for the call center industry.

Call Center 105

Call Center Contact Center Software Contact Center Social Media 105

ShepHyken

OCTOBER 1, 2023

So, what better time to cultivate some customer loyalty so you can supercharge your sales towards the end of the year? I do like it, but I think it is more about creating a customer loyalty program focused more on repeat business than true loyalty. My Comment: Are you making changes in your contact center (or plan to)?

Customer Service 63

Customer Service Contact Center Average Handle Time Customer Service Strategies 63

Experience Investigators by 360Connext

AUGUST 23, 2018

“Our customers LOVE our loyalty program.” ” The loyalty program is represented as one solid and positive touchpoint on the journey map, and we move on to the more challenging ones. Part conference and part expo, Customer Contact Week (CCW) is the largest customer contact event series in the world!

Customer Journeys 151

Customer Journeys Touchpoint Loyalty Programs Contact Center 151

Interactions

SEPTEMBER 8, 2023

Our AI is developed specifically for contact centers. To put it frankly, our AI is purpose built for contact centers and improved customer experiences. We’ve got hundreds of millions of contact center conversation data that has trained Curo. Your contact center agents will be happier too!

Interaction 62

Interaction Self Service Customer Service Contact Center 62

ShepHyken

MARCH 5, 2018

This excellent article takes a deeper dive into the concept of satisfaction versus loyalty, including different ways to measure both. The Secret Lives Of Contact Center Agents by Sally Mellinger. The Six Cs of Loyalty Program Marketing by Rick Boubelik. We can learn a lot from good and bad service.

Customer Service 81

Customer Service Loyalty Programs Contact Center Chatbots 81

Calabrio

MARCH 23, 2017

To help stay ahead of problems, many companies are employing speech analytics in their contact centers to look at their customer conversation data before taking action. At Calabrio, we believe the modern contact center is constantly evolving and changing to meet the needs of customers.

Customer Experience 127

Customer Experience Contact Center Loyalty Programs Analytics 127

Experience Investigators by 360Connext

AUGUST 23, 2018

“Our customers LOVE our loyalty program.” ” The loyalty program is represented as one solid and positive touchpoint on the journey map, and we move on to the more challenging ones. Part conference and part expo, Customer Contact Week (CCW) is the largest customer contact event series in the world!

Customer Journeys 110

Customer Journeys Touchpoint Loyalty Programs Contact Center 110

Calabrio

MARCH 23, 2017

To help stay ahead of problems, many companies are employing speech analytics in their contact centers to look at their customer conversation data before taking action. At Calabrio, we believe the modern contact center is constantly evolving and changing to meet the needs of customers.

Customer Experience 100

Customer Experience Contact Center Loyalty Programs Analytics 100

Calabrio

MARCH 23, 2017

To help stay ahead of problems, many companies are employing speech analytics in their contact centers to look at their customer conversation data before taking action. At Calabrio, we believe the modern contact center is constantly evolving and changing to meet the needs of customers.

Customer Experience 100

Customer Experience Contact Center Loyalty Programs Analytics 100

ShepHyken

JULY 4, 2022

From call centers to contact centers, businesses are looking for ways to automate manual tasks and take care of their customers better. 75% of Consumers Say Customer Experience Impacts Brand Loyalty, Merkle Report Finds by PRNewswire. MarTech Series) Loyalty programs are no longer just about discounts and transactions.

Customer Journeys 69

Customer Journeys Customer Service Loyalty Programs Loyalty 69

ClearAction

SEPTEMBER 22, 2022

Customer experience management typically revolves around touchpoints : service, personalized marketing, loyalty programs, voice of customer, design and digitalization of journey steps, and management of Detractors, Passives, and Promoters. Customer Success + Loyalty programs. Lost ROI on customer acquisition cost.

ROI 62

ROI Sports Loyalty Programs Touchpoint 62

TechSee

JANUARY 7, 2020

To reduce churn and improve loyalty, telcos are utilizing a number of strategies: Loyalty programs. When Verizon restructured its operation in April 2019, one of its first actions was to merge its wireless and wireline customer loyalty programs in order to expand reward possibilities for customers.

Customer Retention 136

Customer Retention Industry Telecommunications Effort Score 136

ShepHyken

MAY 4, 2020

How Sephora & Others Use Customer Loyalty Programs To Drive Revenue by ReferralCandy. Insane Growth) Shifting your focus to customer loyalty may seem complicated, but in this blog post, we’ve compiled the best resources to help you understand its importance and find ways to make your customers loyal too. Smart idea!

Customer Service 95

Customer Service Contact Center Retail B2C 95

ShepHyken

APRIL 25, 2022

Top 10 Signs Your Loyalty Program Needs Rehab by Dan Jurek. CustomerThink) Customer loyalty best practices constantly evolve. So even if your program previously achieved great results, failing to update it frequently to keep customers engaged may mean you lose money, opportunities, or both.

Customer Service 64

Customer Service Loyalty Programs Loyalty Competitive Advantage 64

ShepHyken

AUGUST 28, 2017

The Contact Center Playbook for Improving Customer Satisfaction [Whitepaper] by Nicolina Savelli. Fonolo) In this handy playbook, contact center leaders will learn the ins and outs of improving customer satisfaction, otherwise known as CSat. The Future of Customer Loyalty Programs – Now and for the Holidays by Timi Garai.

Customer Service 79

Customer Service Contact Center Ecommerce Loyalty Programs 79

BlueOcean

JANUARY 31, 2023

Attrition seems like it should be an easy enough term to define, and determining which bidders’ attrition results best match your own requirements should be easy enough in a contact center RFP. Consider this: One agent on an outsourced program is invested in their work but is also seeking to grow their career.

Contact Center 156

Contact Center Employee Engagement Insurance Call Center 156

NobelBiz

JUNE 29, 2021

These touchpoints are prioritized for analysis since they are a useful source of data for assessing the client journey and it works as follows: The Key role of Contact Centers The increased focus on digital channels and new communication technology allows for new methods to engage with clients.

Customer Journeys 52

Customer Journeys Customer Experience Contact Center Omni-Channel 52

Talkdesk

MARCH 24, 2021

Contact centers are mostly a human-to-human experience. This includes reimagining the contact center for a more automated experience that saves policyholders time and allows claims representatives to focus on the interactions that matter. to a digital environment also requires better contact center integration.

Insurance 53

Insurance Tips Contact Center Multi-Channel 53

ShepHyken

JANUARY 22, 2023

Here are five charts on how to up your loyalty game. My Comment : This is one of the more interesting articles about loyalty programs. Shoppers get discounts and retailers get invaluable first-party data. It’s a win-win. For example, the number one perk customers want is discounts over freebies.

Customer Service 48

Customer Service Self Service Contact Center Loyalty 48

Interactions

FEBRUARY 4, 2021

How can contact centers handle volume spikes? Retail stores with customer loyalty programs that connect across e-commerce and in-store to offer perks and rewards. . We talk a lot about business continuity planning (BCP) and crisis management on our blog. How can technology prevent disruptions in business?

e-support 62

e-support Self Service Touchpoint Loyalty Programs 62

Kustomer

JANUARY 11, 2022

Digitalizing all aspects of your business communications , including offering 24/7 customer service, is likely to improve loyalty and lead more customers to becoming brand ambassadors. It’s also worth looking at implementing loyalty programs for customers who reach this level. Improved Conversion Rates.

Customer Service 98

Customer Service e-support Self Service Customer Retention 98

Up Your Service

MAY 3, 2017

Companies ahead of the curve recognize the critical role that customer service plays in winning people over, and the best travel and hospitality brands are stepping up their game with white-glove service and concierge contact centers to transform travelers from simply being loyal, to being proactive brand advocates.

Hospitality 74

Hospitality Travel Industry Brands 74

Beyond Philosophy

AUGUST 15, 2019

Peppers also thinks this is promising because it opens the doors to contact center analysis for observational data. Peppers would like to see an effort to quantify the sentiments of customers in the contact centers to see if customers were actually pleased with the experience or not. .

Measurement 125

Measurement Net Promoter Score NPS Effort Score 125

West Monroe

MAY 31, 2019

Many banks still have hundreds of contact center agents answering simple questions like these, which are the exact types of queries that virtual assistants and chatbots excel at answering. How much did I spend at Starbucks last month? (or or any other merchant). What are my most recent transactions? Personal Financial Management.

Banking 40

Banking Financial Self Service Chatbots 40

NobelBiz

FEBRUARY 21, 2023

If you haven’t already, thank your delighted clients by giving them a proposal for a loyalty program or a sponsorship program to keep them loyal. NobelBiz Omni+ is a Cloud Contact Center Solution that integrates all communication channels (phone, social media, webchat, and SMS) into a unified platform.

Customer Satisfaction 52

Customer Satisfaction Measurement How To Call Center 52

NobelBiz

OCTOBER 24, 2023

Loyalty program enrollment for customer retention. SMS text messaging In-person (for retail contact centers) Of course, the easy way of deploying, managing and tracking all these channels is to opt for a cloud contact center platform such as NobelBiz OMNI+ that allows full omnichannel operability.

Customer Journeys 104

Customer Journeys Customer Experience Contact Center Touchpoint 104

Stella Connect

SEPTEMBER 14, 2021

They are expressing your culture , exhibiting your brand, directly or indirectly selling your products and services, performing vital customer and market research, executing your loyalty program , and building and managing relationships for the future.

Customer Service 52

Customer Service Sports Loyalty Programs Training 52

Responsetek

MAY 3, 2018

They ask questions about the user friendliness of their online customer portal or the quality of support delivered by the field or contact center. To collect real-time feedback, some companies send short SMS surveys immediately after new subscribers activate a plan. Dashboards also conclusively highlight key pain points.

Omni-Channel 40

Omni-Channel CEM Loyalty Programs Roadmap 40

NobelBiz

JULY 25, 2023

Christian Montes, Executive Vice President of Client Operations @NobelBiz The Multifaceted Channels of Interaction In a contact center, customer interactions unfold across a myriad of channels, each holding a unique treasure trove of insights.

Interaction 98

Interaction Analytics Call Center Contact Center 98

ShepHyken

JANUARY 23, 2023

Here are five charts on how to up your loyalty game. My Comment : This is one of the more interesting articles about loyalty programs. Shoppers get discounts and retailers get invaluable first-party data. It’s a win-win. For example, the number one perk customers want is discounts over freebies.

Customer Service 13

Customer Service Self Service Contact Center Loyalty 13

ProProfs Chat

MAY 6, 2020

60% of companies have expanded their focus on contact center efficiency, while 65% of contact centers track their efficiency efforts. (Source: Call Miner ) Tweet this. Such statistics on customer experience help you understand the growing trend amongst companies to train their employees in the contact center.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

Tricia Morris

MAY 31, 2016

Notes Dennis Snow, a 20-year Disney veteran and author of Lessons from the Mouse , “If you operate a contact center, the technology has to be great, but it still is about the experience. Buying customer loyalty doesn’t work anymore,” says Pombriant who notes that traditional loyalty programs may soon be a thing of the past.

CRM 40

CRM Customer Experience Self Service Conference 40

Talkdesk

JULY 31, 2017

When you go to a contact center and you talk to a head of service or operations person, there’s a common vernacular that we use — average handle time, number of cases, transactions: There are typical and foundational nouns and verbs, but that’s an old way of measuring service. What are the KPIs that customers are focusing on today?

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42