ClearAction

SEPTEMBER 22, 2022

CX Annuities Solve CX ROI & Tenure Dilemmas Lynn Hunsaker. 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.

ROI 62

ROI Sports Loyalty Programs Touchpoint 62

COPC

NOVEMBER 5, 2021

These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. When organizations understand which metrics should be measured, they can maximize ROI on this digital touchpoint and use KPIs to adjust staffing models to optimize chat performance.

Contact Center 52

Contact Center ROI Customer Journeys Touchpoint 52

Call Experts

JANUARY 28, 2021

Contact center support is essential to creating the ideal customer interaction. Therefore, a contact center is an essential partner. The right technology and tools are essential to ROI and customer success. to track the customer journey, reporting tools (Tableau, Contact Center Portals, etc.)

Contact Center 52

Contact Center Call Center Customer Satisfaction ROI 52

NICE inContact

SEPTEMBER 4, 2019

But here’s the thing: customer service agents are the touchpoint between brand and customer, and if they’re not given the tools to work efficiently, they’re unlikely to make customers happy and keep them coming back. In a typical contact center, agents get bonuses when they reach certain levels of productivity.

Customer Service 136

Customer Service Contact Center Omni-Channel Airlines 136

TechSee

MARCH 24, 2021

It’s a journey that enables organizations to add vision to more touchpoints, use cases, and departments over time, while automating repetitive tasks. The contact center agent or remote expert can see what the customer is seeing in order to provide live assistance and guidance. Guided visual assistance.

Self Service 109

Self Service ROI Touchpoint Engagement 109

NICE inContact

AUGUST 25, 2016

The traditional contact center organization has the greatest opportunity to transform its silos into the enterprise epicenter for customer interaction. If Gartner’s predictions ring true, contact centers have the opportunity to transform the enterprise to become the customer experience (CX) hub.

Customer Engagement 121

Customer Engagement Connections Engagement Contact Center 121

Innovative CX

APRIL 1, 2024

New technologies like AI and CHATGPT combined with established ones like, CRM, IVR, WFM, CHAT, and TEXT among many others, help manage contact centers and create better customer experiences. Do you understand the touchpoints customers have within your organization to help define the tools your employees need to do their jobs?

Technology 52

Technology Contact Center Strategy System 52

Stella Connect

MARCH 8, 2018

Alongside service recovery, the retailer’s key objective from Stella Connect is to leverage the agent-level customer feedback to motivate contact center staff, drive more customized training, and in turn improve service performance. Staff attrition is a challenge facing every contact center team.

Contact Center 40

Contact Center Net Promoter Score Connections ROI 40

Stella Connect

MARCH 8, 2018

Alongside service recovery, the retailer’s key objective from Stella Connect is to leverage the agent-level customer feedback to motivate contact center staff, drive more customized training, and in turn improve service performance. Staff attrition is a challenge facing every contact center team.

Contact Center 40

Contact Center Net Promoter Score Connections ROI 40

Kerry Bodine

JUNE 5, 2019

We use awareness, consideration, evaluation, conversion as the phases of the journey and connect to relevant touchpoints/marketing mixes. What is the best or most common way to determine the health of your customer touchpoints? But a truly healthy touchpoint meets both customers’ needs AND the business needs.

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

Horizon CX

MARCH 19, 2022

Small wonder then that the ROI of AI is only being reported by 10% of businesses. Therefore, it’s incumbent upon organizations to get the AI technology right first and unfortunately what is often overlooked in the application of the technology is the cultural aspect—the people side of the equation—and how it integrates within the technology.

Customer Journeys 130

Customer Journeys Touchpoint Average Handle Time Survey 130

Kerry Bodine

JUNE 5, 2019

We use awareness, consideration, evaluation, conversion as the phases of the journey and connect to relevant touchpoints/marketing mixes. What is the best or most common way to determine the health of your customer touchpoints? But a truly healthy touchpoint meets both customers’ needs AND the business needs.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

We use awareness, consideration, evaluation, conversion as the phases of the journey and connect to relevant touchpoints/marketing mixes. What is the best or most common way to determine the health of your customer touchpoints? But a truly healthy touchpoint meets both customers’ needs AND the business needs.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Horizon CX

JUNE 10, 2022

A program with a goal such as that can only last so long until the question of return on investment (ROI) arises and it can be proven that a higher NPS score has a direct correlation to improved business outcomes. Where score-chasing becomes the primary objective of CX, programs like those tend to end abruptly or slowly disappear.

Customer Journeys 130

Customer Journeys System Net Promoter Score NPS 130

BlueOcean

DECEMBER 13, 2022

Furthermore, this personalization should be happening at every member touchpoint—but that’s not often the case. That said, when issues arise, loyalty members seeking support don’t always turn to the contact center team first. This is true whether you choose to keep your contact center in-house or outsource to a partner.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

TechSee

DECEMBER 2, 2020

This technology can be applied at every channel and touchpoint of the customer journey, from pre-purchase through contracting and billing, onboarding , and even upsells. Selecting the right solution that drives greater adoption among your agents, technicians, and customers will result in a higher ROI.

Net Promoter Score 109

Net Promoter Score Self Service Average Handle Time Contact Center 109

inQuba

MAY 23, 2022

To measure ROI and the impact of strategies, and fine-tune to further optimize. More than ever, customers interact with organizations on journeys that cut across touchpoints, often managed by different functions. The output is a static visualization of the customers’ path across touchpoints as they attempt to reach their goals.

Customer Journeys 98

Customer Journeys Omni-Channel Management Multi-Channel 98

TechSee

AUGUST 26, 2020

For years, companies have focused on improving CX by offering customers a seamless omnichannel or multichannel experience that provides consistency across multiple touchpoints and channels. All of these touchpoints should enable the customer to resolve their issue as easily as possible, using their preferred method of interaction.

Customer Journeys 124

Customer Journeys Self Service Effort Score Omni-Channel 124

Kustomer

APRIL 13, 2022

Doing business online involves interacting with customers across multiple touchpoints. An omnichannel support approach involves engagement with customers across a vast range of touchpoints. Research indicates customer satisfaction leads to a better bottom line, so focus on your customers and improve your ROI.

Self Service 94

Self Service Customer Service Chatbots Omni-Channel 94

TechSee

JANUARY 2, 2018

In addition, insurance companies must find ways to generate positive customer experiences during every touchpoint with the company. A remote visual communication platform enables customers to transmit images and videos of their claims to contact center agents for immediate incident assessment.

Insurance 116

Insurance Telecommunications Contact Center Video 116

CustomerSuccessBox

APRIL 19, 2022

Customer journey analytics is enabling access to tap into the customer behavior across touchpoints and over time to measure the impact of customer behavior on business outcomes. This type of isolated analytics tool will fail when a company needs to analyze the effect of major touchpoints in the customer journey on the grand scheme of things.

Customer Journeys 52

Customer Journeys Metrics Analytics Touchpoint 52

ReviewTrackers

APRIL 17, 2017

Customer experience is the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective. To be clear: your company already provides a customer experience. Customer Experience Management Software.

Customer Experience Management 90

Customer Experience Management Customer Experience Management Social Media 90

COPC

OCTOBER 13, 2021

This blog entry was written in conjunction with our upcoming Optimizing Post-Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The Know’s Customer Response Summit. To learn more about these priorities, check out our white paper , The 2021 State of Contact Center Vendor Management.

Contact Center 52

Contact Center Call Center Training Management 52

CSM Magazine

NOVEMBER 18, 2022

Typically, VoC programs seek to understand what customers are experiencing daily, by using “listening posts” at various key touchpoints with those customers. VoC programs add another customer touchpoint with your brand in the broader customer experience ecosystem. But how do you decide when and where to listen?

ROI 52

ROI Touchpoint Voice of Customer Consumers 52

Magellan Solutions

FEBRUARY 20, 2024

With the cream of multichannel support talent concentrated under one roof, outsourcers enable businesses to deliver consistent, quality assistance across digital touchpoints. Streamlined Operations Outsourcing live chat offloads the overwhelmed contact center. Outcome: Increased ROI, conversion rates, and average order value.

Company 52

Company Chatbots Customer Satisfaction Abandon Rate 52

ShepHyken

DECEMBER 4, 2020

When we refer to investing in the wrong technology, we are talking about technology solutions that are too expensive, have low adoption, and fail to deliver ROI. When you offer only one better touchpoint, all the other points look and feel even worse. Wrong Technology. If this airline has primarily leisure travelers (i.e.

Roadmap 138

Roadmap Customer Experience Airlines How To 138

Comm100

JANUARY 11, 2023

Without automation facilitating regular touchpoints throughout the customer journey, both customers and organizations benefit. Lower service costs and substantial ROI. Thanks to the introduction of AI in customer service, it’s now easier than ever to bring personalization to customers. A better experience for customers.

Customer Service 204

Customer Service Self Service Chatbots Healthcare 204

Ecrion

JULY 17, 2019

To another, it might mean getting personalized communications through their preferred contact channel. With so many touchpoints along the customer journey – from initial sale to monthly invoices to product support – evaluating how your business is doing with respect to customer service can be daunting.

Metrics 55

Metrics Self Service Customer Service Call Center 55

Team HGS

SEPTEMBER 30, 2019

So this is perfect timing for a blog about how contact centers play an essential role in brand storytelling. As we’ve been brought into the process, we’ve become experts at bridging critical gaps—for optimized CX and ROI —in other words, earning and retaining customers for the brand. In three key ways, we work to: 1.

Brands 40

Brands Social Media Contact Center Healthcare 40

Stella Connect

JANUARY 10, 2022

The coaching environment is an important touchpoint in the contact centre coaching journey that’s often neglected. Often referred to as VOE (voice of employee), this is key to developing a personality for each coaching intervention to truly experience the ROI of each engagement. Make coaching spontaneous.

How To 84

How To Culture Training ROI 84

CSM Magazine

AUGUST 22, 2019

Deliver Seamless Omnichannel Support, Anytime, Anywhere: Map your key points of interaction, break into new social and digital touchpoints, synchronize channels to capture the entire customer journey and personalize each experience. Join the America’s biggest brands in their mission to bring customer service to the center of the business.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

TechSee

FEBRUARY 19, 2019

End users receive visual guidance through their mobile screens in either assisted service or self-service modes, across every touchpoint, including unboxing, operational guidance, troubleshooting and billing.

Self Service 95

Self Service Innovation Telecommunications Consumers 95

Clarabridge

SEPTEMBER 21, 2017

It is still not unusual, for example, for well-known brands to engage in an all-encompassing Customer Experience program with all the bells and whistles imaginable, and yet choose to leave the contact centre out of the effort – focussing entirely on the more ‘visible’ touchpoints such as online, retail etc.

eBook 45

eBook Touchpoint Average Handle Time Insurance 45

Beyond Philosophy

DECEMBER 16, 2021

Dajani ensures that Nissan provides a seamless, frictionless, enjoyable, and memorable experience at every touchpoint, from the website to the app to the service centers and showrooms. Organizations and organizational contact centers can be frustrating. To register for the next CX Network Live event, please click here.

ROI 78

ROI How To Sales Leadership 78

LiveChat

OCTOBER 31, 2019

Marketing automation technologies allow you to deliver a highly personalized experience to customers across all touchpoints affordably. Call center automation. Call centers are an important customer touch point. A streamlined contact center experience is critical to improving customer satisfaction scores.

Loyalty 57

Loyalty Strategy Omni-Channel Call Center 57

NobelBiz

MAY 25, 2023

What are Customer Data Platforms A Customer Data Platform or CDP is software that aggregates and organizes customer data across various touchpoints and channels into a single, unified database. By using customer data in contact centers, businesses can key in on common pain points and find ways to make simple requests more self-service.

Call Center 98

Call Center Software Data Contact Center 98

CX Accelerator

OCTOBER 7, 2019

Begin with identifying and mapping your company’s major touchpoints and performing a gap analysis. As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. After all, low hanging fruit and quick wins are great confidence boosters.

Strategy 261

Strategy Customer Experience Contact Center Return on Investment 261