Interactions

OCTOBER 17, 2019

“When Interactions started out in 2004, a streamlined customer experience certainly wasn’t considered the business necessity that it is today. Michael Iacobucci, longstanding CEO of Interactions. 15 years ago, the impact that technology has on customer care could not have been predicted.

Interaction 48

Interaction Customer Care Innovation Study 48

Avaya

SEPTEMBER 19, 2018

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services. More online activity—improved customer access to digital interaction channels.

Customer Care 94

Customer Care Contact Center Government Healthcare 94

TechSee

NOVEMBER 7, 2023

In an increasingly digital world, Hotpoint is driving purposeful innovation to meet the evolving needs of its customers. The company’s colleagues are tasked with liaising with customers, diagnosing faults, and carrying out repairs either via a mobile phone or by an engineer in person.

Customer Experience 124

Customer Experience Call Center Innovation Social Media 124

NetBase

MAY 23, 2019

When we talk about customer care, we now know we’re talking about the entire customer experience – not just isolated moments in-store, or when things go wrong. How does social listening impact customer care in one of the most experiential categories – i.e., Travel & Hospitality? Here are some ways!

Travel 56

Travel Customer Care Hotels Touchpoint 56

Magellan Solutions

MAY 20, 2024

These companies are being lauded for their expertise, innovative solutions, and unwavering commitment to excellence. Concentrix Concentrix is among the global leaders in Customer Experience Services, providing fully integrated solutions with advanced technologies to deliver improved results for outbound call centers.

Call Center 52

Call Center Call Center Solutions Innovation e-support 52

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? Customer community — opportunities for customers to engage with one another. Lynn Hunsaker.

Customer Care 66

Customer Care CRM Customer Experience CEM 66

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? Customer community — opportunities for customers to engage with one another. Lynn Hunsaker.

Customer Care 59

Customer Care CRM Customer Experience CEM 59

One Millimeter Mindset

JUNE 25, 2018

And besides, your customers do not care about creating tremendous customer experiences… for you. You just may be leaving customer care up to your customers. And they really do not care whether, or not, you meet your job’s performance criteria. The post Leaving Customer Care up to Customers?

Customer Care 47

Customer Care Customer Retention Innovation Sales 47

Bill Quiseng

NOVEMBER 22, 2023

Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences. And, yes, educate everyone.

Customer Journeys 97

Customer Journeys Self Service Customer Service Training NPS 97

COPC

APRIL 1, 2024

They extend to tools for answering customer queries, feedback and coaching systems, and virtual collaboration. Customer-facing technologies encompass a range of AI-powered tools for direct customer interaction. This approach moves away from traditional methods, making training more engaging and interactive.

Customer Experience 89

Customer Experience Contact Center Gamification Chatbots 89

BlueOcean

AUGUST 26, 2019

Blue Ocean, a North American provider of customer care solutions, is excited to announce the new face of Blue Ocean at blueocean.ca. When Blue Ocean embarked on the website redesign journey, the primary goal was to center the focus around the total customer experience.

Customer Experience 136

Customer Experience Video Customer Care Tips 136

CSM Magazine

MAY 16, 2024

That’s why we invite winners from the awards to tell their stories at the UK National Contact Centre Conference; to share what they are doing that is innovative and successful, and frankly, allows others to learn. That means living customer-centricity from the C-suite down. ” Those insights drive constant innovation.

Customer Service 52

Customer Service Banking Consulting Groups 52

COPC

JANUARY 9, 2024

Interview with Lance Gruner, Executive Vice President of Mastercard Global Customer Care Mastercard recently achieved certification to the COPC Customer Experience (CX) Standard for Customer Operations , a first for a Fortune 500 company. We aimed to make transactions not just safe but also simple, smart, and accessible.

Customer Experience 74

Customer Experience Net Promoter Score Guidelines Customer Care 74

CSM Magazine

MARCH 20, 2024

The firm collaborates with over 50 industry-leading contact centers, specializing in bespoke, technology-driven, CX-centric customer service solutions, ensuring an ideal partnership for any company, regardless of its size or sector, looking to outsource customer care.

Customer Experience 52

Customer Experience Contact Center Competitive Advantage Exceptional Customer Service 52

CSM Magazine

MARCH 13, 2024

With streamlined workflows and access to enhanced customer insights, agents could focus on delivering personalised, high-value interactions. As a result of its work with Sabio, Sweaty Betty has realised tangible cost savings from day one while establishing foundations to evolve its Customer Care into a revenue-generating function.

Omni-Channel 52

Omni-Channel Groups Self Service Customer Experience 52

Bill Quiseng

MAY 10, 2023

Deliver customer CARE consistently. CUSTOMERS CARE Don’t just serve to sell your products or services to customers. And don’t just serve to satisfy customers. Serve to CARE. COMMUNICATE with each customer with a smile, eye contact, and polite interaction. So CARE BIG! One to One.

Customer Service 78

Customer Service Social Media Loyalty Customers 78

Interactions

DECEMBER 28, 2022

It has been a remarkable year for Interactions. We continued to deliver the best customer experiences in customer care while driving value to our clients. We’re proud to have received our 113th patent, which demonstrates our commitment to pushing the boundaries of innovation. . Here’s to 2023! Cheers, Mike.

Interaction 62

Interaction Leadership Culture Customer Care 62

Natalie Petouhof

AUGUST 31, 2016

Tweet Genesys (www.genesys.com), a customer experience, omnichannel and contact center solution and Interactive Intelligence Group Inc. www.inin.com), a customer engagement and global leader of cloud and on-premise solutions for communications and collaboration, are entering into a definitive agreement.

Interaction 40

Interaction Company Contact Center Innovation 40

Lumoa

JUNE 23, 2021

Did you know that American businesses risk losing a whopping $494 billion in revenue from poor customer care? In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service.

Trends 208

Trends Self Service Contact Center Omni-Channel 208

NICE inContact

JULY 5, 2019

It’s all about customer service and customer experience (CX). I was lucky enough to participate in the Expo Hall – where more than 2,500 CX “fans” mixed and mingled to learn about the most state-of-the-art innovations and solution demonstrations. Agents no longer have to juggle multiple applications.

Contact Center 139

Contact Center Omni-Channel CRM Innovation 139

TechSee

APRIL 9, 2018

Visualization and automation are two fundamental innovations that are currently transforming the customer service industry. The team at TechSee is committed to the research and development of these technologies in the domain of customer care.

Customer Care 111

Customer Care Innovation Consumers Technology 111

CSM Magazine

APRIL 22, 2024

With the integration of artificial intelligence (AI), predictive analytics, and cutting-edge security measures, online casinos and betting platforms are poised to redefine what it means to provide stellar customer support. By analyzing this data, operators can customize their interactions with customers.

Customer Service 52

Customer Service User Experience Chatbots Touchpoint 52

ShepHyken

SEPTEMBER 10, 2021

They count on meaningful interactions with service professionals who make them feel valued. Customers want their concerns resolved swiftly, without having to wait in line or being handed from one executive to another. . It will enable you in identifying the reasons behind high customer turnover and what you can do to address them. .

Customer Experience 100

Customer Experience Self Service Advertising Customer Expectations 100

BlueOcean

AUGUST 20, 2020

Over the years, we’ve written many articles singing the praises of on-site visits with potential customer care outsourcers. And most outsourced customer care companies are leveraging wide-spread work-from-home models with facilities operating at a fraction of their previous capacity.

Video 156

Video Customer Care Leadership Culture 156

CSM Magazine

APRIL 16, 2024

Embracing Technology for Enhanced Customer Support Customer support is constantly advancing with technologies such as: AI powered chatbots AI-powered chatbots are transforming the gaming industry. Casino Bonuses: A Winning Combination with Customer Support Casino bonuses and promotions are the cherries on top of customer support.

Tips 52

Tips Knowledge Base Multi-Channel Self Service 52

ShepHyken

AUGUST 16, 2022

The Role of AI in Customer Care. Building Human-Centered AI in Customer Service and Experience . He shares how businesses can take a human-centered approach when utilizing AI to help their customers. The goal is to drive business value through providing great customer care.”

Healthcare 65

Healthcare Government Customer Care Technology 65

Retently

APRIL 5, 2024

Key Takeaways A successful in-store customer experience strategy hinges on optimized store layout, interactive elements, demos, and personalized customer service, which all contribute to improved customer satisfaction and loyalty. Hence, in physical stores, the experience is tactile and sensory.

Retail 78

Retail Engagement Strategy Customer Experience 78

TechSee

MAY 28, 2019

As self-service becomes more widely adopted across customer care, contact center innovation leaders are seeking better call deflection strategies to help route costly customer enquiries to those alternate channels. He follows the video instructions until he has the system programmed exactly as he wants it.

Self Service 122

Self Service Strategy Chatbots Contact Center 122

CSM Magazine

APRIL 5, 2018

Or can contact centres start to leverage the move towards AI and create a more customer-focused environment that will result in higher levels of customer care? When dealing with unhappy or anxious customers, it can be invaluable to your agents to actually see the customer and express their empathy both verbally and visually.

Customer Care 40

Customer Care Chatbots Average Handle Time Video 40

Talkdesk

JULY 31, 2017

I think the scope of what customers were looking to change back then was much different. Now we are seeing chief customer care officers and CEOs, chief excellence officers. Our customers have new titles: They’re not just VPs of Service who manage the operations of call centers. Absolutely.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

CSM Magazine

FEBRUARY 12, 2024

Businesses are continuously on the lookout for innovative approaches to enhance their customer outreach and engagement strategies. However, one essential element of customer communication often goes unnoticed – outbound voice communication.

Communication 52

Communication Strategy Contact Center Software Contact Center 52

Talkdesk

JULY 31, 2017

I think the scope of what customers were looking to change back then was much different. Now we are seeing chief customer care officers and CEOs, chief excellence officers. Our customers have new titles: They’re not just VPs of Service who manage the operations of call centers. Absolutely.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

CSM Magazine

DECEMBER 18, 2023

Survey Says: Customer Service Needs Improvement Customer Care Measurement & Consulting (CCMC), a company specializing in customer service research, conducts periodic customer rage surveys. OTRS surveyed 500 global customer service leaders to find out if and how they are supporting their business’ revenue goals.

Customer Service 52

Customer Service Social Media Multi-Channel Poor Customer Service 52

NICE inContact

APRIL 12, 2017

Sheila McGee- Smith, founder of McGee-Smith Analytics, says, “True digital transformation touches every part of the business, but it begins in the contact center with customer care.” Why? They were growing at a rapid pace and had confidence that their growth was going to continue – if they could continue to innovate.

Contact Center 120

Contact Center Innovation Video Analytics 120

Interactions

SEPTEMBER 5, 2019

The demand for Conversational AI technology in customer care is high, and so the question becomes how to implement the right solution. Building your own solution allows the application to be highly customized to your brand and business requirements. To build or to buy?

Customer Care 69

Customer Care eBook Innovation Technology 69

CSM Magazine

FEBRUARY 17, 2022

As recognised recently by McKinsey , a gig customer service or ‘GigCX’ model “could give customer care the horsepower and flexibility it needs for today’s increasingly volatile markets.” In light of this, there are three important trends that will be indispensable to customer service.

Trends 98

Trends Industry Customer Service Chatbots 98

TechSee

APRIL 3, 2018

It is well known that the acquisition costs of converting new customers far outweigh the cost of maintaining current customers, further motivating companies to find and implement innovative customer retention strategies. Customer care and support – TechSee.

Customer Retention 141

Customer Retention Technology Strategy Analytics 141