InMoment XI

OCTOBER 5, 2023

This collaborative approach also sends a powerful message to contact center employees, demonstrating that the organization values their input and is genuinely committed to using an integrated CX approach to improve customer experience. Click here to learn even more about these processes in our full-length contact center eBook.

Contact Center 486

Contact Center Self Service How To Call Center 486

BlueOcean

FEBRUARY 7, 2019

Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. off the phone) – upsetting the least number of hurdles, extra points for a graceful gait – was the champion, the most successful, the most likely to win “customer service agent of the year.”. Need a hand?

Metrics 219

Metrics Customer Care Measurement Contact Center 219

InMoment XI

NOVEMBER 2, 2021

Organizations should never underestimate the power of service recovery— 70 percent of customers who have a situation resolved in their favor will return to a brand, while a 10 percent increase in customer retention can grow a company’s value by 30 percent.

ROI 260

ROI Customer Retention Infographics eBook 260

Comm100

DECEMBER 19, 2017

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough.

Strategy 294

Strategy Customer Experience How To Customer Journeys 294

Comm100

APRIL 27, 2020

In a truly customer-centric organization, the only real way to deliver cohesive digital support is with an omnichannel approach. Omnichannel platforms give agents visibility into their customers’ entire conversation history, no matter which channel they reach out from. Free Download: Mastering Omnichannel CX: A Success Guide.

Omni-Channel 147

Omni-Channel eBook Automotive CRM 147

ShepHyken

DECEMBER 5, 2022

This is a financially driven, inside-out view of customer support and not an outside-in, customer-centric approach. If companies truly want to reduce the cost associated with customer support, learn from these calls and fix the upstream issues that are creating the need for the calls in the first place.

Customer Service 70

Customer Service Hospitality e-support eBook 70

ShepHyken

OCTOBER 21, 2019

CustomerGauge) In our latest eBook, we asked some of the top CX experts and influencers to discuss how B2B companies they’ve worked with have revolutionized their customer experience. My Comment: Let’s kick off this week’s Top Five roundup with an eBook that was just released. Why Focus On Customer Experience?

Customer Service 79

Customer Service eBook B2B CRM 79