InMoment XI

OCTOBER 7, 2021

customer contact center call, product purchase experience, etc.), customer retention and customer loyalty) can take months or years to show effects. If you’d like to learn more about how you can set CX goals and develop a comprehensive CX strategy, check out this white paper! Some measures (e.g.,

Effort Score 493

Effort Score Measurement Trends Customer Retention 493

TechSee

MARCH 12, 2019

Visual support – where service is provided over a live video connection – has proven to be an effective method of driving high customer satisfaction ratings and building customer loyalty through personalized service. Bringing visual automation to contact centers. The Value of Automation. The Power of Visual Automation.

Self Service 111

Self Service Contact Center Net Promoter Score Contact Center Workflow 111

Vonage

MARCH 26, 2018

At NewVoiceMedia, we believe that competing in today’s CX-driven economy requires businesses to understand the link between emotion and customer loyalty, and provide more personalized and emotive customer interactions. Service teams must be empowered to provide more emotive customer experiences.

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

NobelBiz

FEBRUARY 13, 2024

This efficiency reduces idle time and increases overall contact rates. NobelBiz OMNI+ takes the capabilities of Predictive and Power Dialing to the next level, transforming the contact center landscape with its versatile suite of dialing options. Read Case Study Watch video CRM Integration What Is a CRM Call Center Integration?

Call Center 59

Call Center Self Service Software Contact Center 59

Comm100

JANUARY 6, 2022

In a 2021 Harvard Business Review white paper on customer experience , eight executives from a variety of organizations and industries provided their definition for what CX is, and how it’s measured. ” KPMG also found that personalization is the strongest pillar driving customer loyalty in 19 of 27 markets. Accessible.

Customer Experience 229

Customer Experience Omni-Channel Chatbots Social Media 229

Uniphore

NOVEMBER 11, 2021

Faced with record-high contact center traffic, many organizations accelerated their digital transformations—and uncovered a wealth of untapped CX value. For the finance industry, the global pandemic was a watershed moment. Today, conversational AI is helping businesses capitalize on every customer interaction across every channel.

Banking 130

Banking Net Promoter Score Contact Center NPS 130

Interactions

JANUARY 6, 2022

With the labor shortage, the continued pandemic, and the status quo of the contact center, 2022 is the year that technology will take the lead in customer conversations—even having the ability to automate tasks that once required human judgement.” Read our white paper to learn more. Mike Iacobucci, Interactions CEO. .”

Customer Experience 71

Customer Experience Contact Center eBook Interaction 71

Avaya

JANUARY 29, 2019

For most contact centers, the agent workforce is one of the biggest expense lines on the budget. In fact, the agent talent pool can account for up to 70% of a contact centers annual operating budget. To get started or to find more out details, please contact us. But that is only half of the conversation.

Engagement 67

Engagement Customer Experience Contact Center e-support 67

Uniphore

DECEMBER 17, 2021

Yet, many payers are still struggling to eliminate the friction in patient/member journeys, improve consumer satisfaction and loyalty, and driver greater efficiency. Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction. Scoring an “Ok” Satisfaction Rating Isn’t Enough.

Self Service 130

Self Service Healthcare Contact Center Effort Score 130

Help Scout

AUGUST 11, 2021

Call Center. Contact Center. Fonolo also offers several other resources if blog posts aren’t your preferred way of learning, for example: White papers. HubSpot has a regular publishing cadence of content like webinars, blog posts, white papers, and ebooks. White papers. Industry News.

Customer Service 80

Customer Service eBook Leadership Resources 80

West Monroe

OCTOBER 15, 2018

As we wrote about in our recent white paper, Contact Center of the Future: Conversational Bots and Empowered Agents , the role of the contact center agent will change tremendously in the years to come. Consider comparing contact center agents to a diamond in the rough.

Contact Center 40

Contact Center Employee Engagement Engagement Training 40

Comm100

NOVEMBER 15, 2017

For the average contact center SQM benchmarks, only 48% of total calls are ‘one and done’ call resolution. This means for the average contact center, 52% of total calls handled by customer service representatives are for customers who are calling 2 or more times to resolve their call.”.

How To 112

How To First Call Resolution Social Media Contact Center 112

Esteban Kolsky

JANUARY 29, 2018

30% churn in contact centers was not unheard off, and there were a couple of companies I know that had 120-150% turnover in one year. And in exchange, they will give the company what they are looking for: loyalty, and potentially engagement. Remember the bad old days? and in exchange allow me to stay on CPS’s good side.

Customer Experience 107

Customer Experience Customer Journeys Self Service Interaction 107

SmartKarrot

DECEMBER 2, 2020

She has proven her spectacular works in content with an eclectic range covering blogs, eBooks, and white papers as well. Now that she is rendering her service at Slack, she is ensuring the best of customer service given to the clients that pull in massive customer retention and loyalty.

Customer Success 17

Customer Success Customer Journeys Contact Center Leadership 17

ClearAction

OCTOBER 4, 2015

There are a lot of misconceptions and erroneous labels of "CX strategy" As explained in the white paper " Customer Experience Strategy: Exploring the Success Factors ", a shared vision across the C-team is necessary. 4) Avoid Being Duped. d) Step back and look at things from a customer's viewpoint.

Strategy 48

Strategy Customer Experience How To ROI 48