CSM Magazine

JULY 28, 2021

Reuters Events are excited to announce their next free service & experience webinar: ‘Redefining Customer Support Experiences’ featuring senior leaders from LinkedIn, GoDaddy & Intercom! 2020 saw a seismic shift in how brands connect with & serve their customers, and what those customers demand from a service experience.

Customer Experience 59

Customer Experience Chatbots Consulting Customers 59

CSM Magazine

SEPTEMBER 1, 2022

In this webinar, discover how leaders are driving a new era of the contact center – one that is augmented by innovative technology, powered by agents and is the cornerstone of an organization’s CX success. The incredible line-up of senior executive speakers includes: Vice President Customer Care, Showtime Networks.

Technology 52

Technology Customer Service Contact Center Employee Engagement 52

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

Russel Lolacher

MARCH 2, 2021

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. 2020 was the year of webinars and online events, what was your favorite one? “Yes, but what do you do? Aren’t you just tweaking on faceplant?”

Social Media 52

Social Media Government Customer Care Transportation 52

InMoment XI

OCTOBER 28, 2021

The org is also supported by IT and the technology platforms—such as apps and websites—that customers can use, as well as the internal systems that enable employees to deliver a great experience. And of course, Customer Care is the safety net if something goes wrong along the way.

CRM 493

CRM Airlines Government ROI 493

CSM Magazine

FEBRUARY 9, 2022

Reuters Events are inviting you to join them for the next unmissable webinar in their Customer Service & Experience Leadership series! Predictive customer care – If a customer phones your service desk, you’re already too late. The pandemic has shifted your teams’ expectations of the ideal work environment.

Customer Service Strategies 52

Customer Service Strategies Strategy Customer Service Chief Customer Officer 52

CSM Magazine

NOVEMBER 17, 2020

Reuters Events are excited to announce their next free customer service webinar: ‘Meeting Consumer Demands for Frictionless Mobile Support Experiences’. Sarah Feldman, Head of Customer Care , Visible. Listen in live or pre-order the recordings direct to your inbox! Matt Stein, VP of Products , Metromile.

Meeting 52

Meeting Consumers Mobile Customer Service User Experience 52

CSM Magazine

APRIL 16, 2020

The impact of COVID-19 has been felt across the customer service industry and led to unprecedented operational shifts. In this webinar, we look at what it takes to manage a customer service team, brand, and business through these uncertain times and the unexpected tweaks you should be making.

Customer Service 52

Customer Service Ecommerce Culture Customer Care 52

CSM Magazine

NOVEMBER 27, 2019

Register for this free webinar and join us on Thursday, Dec 12, 2019 11:00 AM – 12:00 PM CST (5:00 PM – 6:00 PM GMT). (If Fiona Blakesley, Director Customer Care, Intuit. Brandon McGovern, Director of Customer Experience, HP. Nate Brown, Head of Customer Experience, UL.

Self Service 52

Self Service Customer Service Trends Knowledge Base 52

CSM Magazine

JULY 2, 2020

Is greater emphasis on automation the key to meeting customers’ expectations? Reuters Events have brought together CX leaders from Starzplay, LoveHoney, Kiwi.com and Sodexo for an exclusive free webinar (10:00am 8th July BST). Find out how AI can help reduce the workload of staff and speed up your customer query response times.

Chatbots 52

Chatbots Omni-Channel Customer Care Interaction 52

Zeisler Consulting

APRIL 2, 2024

All the rage these days in Contact Center online webinars and consortia is the topic of automation and “AI”… “Bots”, “ChatGPT” (I still don’t understand what that does, but apparently, as far as you know, I’m using it to write this article right now.) But the irony is that, you don’t even need robots to prove that point.

Contact Center 72

Contact Center Policies Customer Care System 72

Happy or Not

OCTOBER 26, 2018

Giorgio Medici, Head of Customer Care and Delphine Hornez, CRM of SEA Airports Milan, Italy share how they effectively collect continuous quality feedback and make data-driven decisions […]. The post Webinar: Passenger as Leading Actor to Improve Level of Service appeared first on HappyOrNot.

CRM 51

CRM Customer Care Feedback Data 51

COPC

DECEMBER 1, 2016

This survey program is an extension of the Customer Experience Management Benchmark (CXMB) Series. Webinar on Tues., Our first industry focus is the customer experience in travel and hospitality, including the customer care experience, the purchase experience, and customer loyalty. Register Now!

Travel 40

Travel Industry Hospitality Hotels 40

Talkdesk

JULY 26, 2017

Talkdesk is excited to launch the first ever App Dash — a series of webinars in which AppConnect partners showcase their applications. With Appconnect, we have created a streamlined solution, and now, with App Dash, weare making it even easier to learn about how to set up and use the customized applications in our Appconnect store.

Contact Center 40

Contact Center Call Center Healthcare Analytics 40

Experience Investigators by 360Connext

DECEMBER 31, 2014

Also beginning in January, 360Connext is offering monthly webinars on topics you’ve asked us about. Our first one, Social Customer Care, is a topic I’ve presented about for organizations like the Word of Mouth Marketing Association and the Online Marketing Institute. Sign up and leave your competitors in the dust!

Entertainment 247

Entertainment Leadership Social Media B2B 247

COPC

APRIL 1, 2024

Related GenAI, LLMs and AI Assistants: A Deep Dive into Customer Experience Technology AI at the Heart of the Digital Customer Experience Transformation COPC Inc. The first is to enhance the customer experience, a goal most businesses share (88%). How can AI elevate your customer care operations to new heights of efficiency?

Customer Experience 91

Customer Experience Contact Center Gamification Chatbots 91

COPC

FEBRUARY 15, 2023

Webinar: Service Journey Thinking Learn our comprehensive approach to helping brands improve customer satisfaction and loyalty throughout the service journey. Watch the Service Journey Thinking Webinar Understand Drivers & Expectations It is best first to understand what prompts customers to contact you.

Self Service 87

Self Service Chatbots Guidelines e-support 87

Interactions

JANUARY 26, 2023

A Yext survey revealed an even higher percentage of phone preference — 50% of respondents said they call customer support for financial or healthcare service issues. Interactions Trustera masks PCI and PII in real-time, so agents never hear it, ensuring compliance, mitigating risk, and protecting your customers, agents, and contact center.

Interaction 62

Interaction Customer Service Contact Center Social Media 62

Comm100

MARCH 7, 2019

Register for our webinar to discover the most promising bot and AI technologies available today and how each can contribute to better customer care and agent productivity. AI and Bots: Are you ready? Reserve my seat. AI and Bots: Are you ready? Reserve my seat. The post Top 10 Chatbot FAQs appeared first on Comm100.

Chatbots 137

Chatbots Technology Social Media Examples 137

Lithium

SEPTEMBER 29, 2022

What effect this has on a brand depends heavily on how robust the brand’s marketing, community, and customer care systems are. This fact is especially true in the diverse world of customer care. Of course, some airlines nail digital care, and other industries facing backlash can still provide excellent customer care.

Airlines 52

Airlines Self Service Effort Score NPS 52

Lithium

SEPTEMBER 14, 2022

What effect this has on a brand depends heavily on how robust the brand’s marketing, community, and customer care systems are. This fact is especially true in the diverse world of customer care. Of course, some airlines nail digital care, and other industries facing backlash can still provide excellent customer care.

Airlines 52

Airlines Self Service Effort Score NPS 52

Magellan Solutions

JANUARY 7, 2024

Lead Generation Lead Qualification Appointment Setting Telesales Seminar and Webinar Registration And many more Businesses embrace these services because they help them increase their sales. It also helps them make sound and informed decisions about which customers to call. Telemarketing is an array of many services.

Call Center 52

Call Center Telecommunications Hospitality Sales 52

Comm100

MARCH 7, 2019

Register for our webinar to discover the most promising bot and AI technologies available today and how each can contribute to better customer care and agent productivity. AI and Bots: Are you ready? Reserve my seat. AI and Bots: Are you ready? Reserve my seat. The post Top 10 Chatbot FAQs appeared first on Comm100.

Chatbots 100

Chatbots Technology Social Media Examples 100

Lithium

APRIL 4, 2023

The High Cost of Low Agent Retention + AUDIBLE VERSION Losing and hiring frontline customer care agents can cost more than a few lost customers. Podcast] How Many Jobs Can One Well-Run Customer Engagement Community Perform? Webinars & Events Some event areas are limited to Khoros customers only.

Social Media 52

Social Media Metrics Brands Engagement 52

NICE inContact

OCTOBER 4, 2019

Now what would be really cool — the holy grail of real-time social customer care — would be if you got a response while you were still in the store. Reducing first response time to make sure your mobile customers with urgent issues get their answers in a timely manner is important. But that’s never going to happen, right?

Airlines 138

Airlines Social Media Travel Metrics 138

COPC

JULY 25, 2022

See how Amazon Web Services (AWS) automates voice and non-voice communication using natural language ML services in our upcoming webinar. Even with phone and email decreasing in popularity, the preference for self-service may not be growing as quickly as the customer care industry would hope.

Self Service 84

Self Service Customer Success Contact Center Chatbots 84

Vonage

MARCH 26, 2018

These statistics reveal that for many businesses, the core of aspects of customer care are still carried out in the contact center. Robot-powered customer service should assist humans, not replace them. Most customers are happy to interact with robot-powered service tech if they can solve their problems.

Interaction 159

Interaction Self Service Poor Customer Service Hotels 159

Innovative CX

MARCH 24, 2023

Bad customer service is our new normal? In the latest “National Customer Rage Survey”, conducted by the Customer Care Measurement and Consulting organization, a whopping 74% of consumers said they had experienced a product or service problem in the past year, up from 66% in 2020. Jump on a customer service call.

Customer Service 52

Customer Service Chatbots Conference Customer Journeys 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? All made possible because of their initial move to the cloud and their persistent innovation once they got there.

Contact Center 120

Contact Center Innovation Video Analytics 120

Qualtrics

SEPTEMBER 9, 2015

Best-selling author Dan Ariely has repeatedly astounded the world with his ability to make the connections that explain baffling customer behavior. On Tuesday, September 22 at 1pm ET, Dan Ariely and Qualtrics CEO Ryan Smith will connect the dots between what customers care about and why they behave the way they do.

Connections 20

Connections Entertainment Customer Care Customers 20

Think Customers

SEPTEMBER 21, 2022

This is a question posed to two of TTEC’s banking and insurance experts —Group Vice President Kristen Hein and Vice President JoVanna Dukes during a recent LinkedIn LIVE webinar. Staffing issues are the biggest issue affecting many firms’ ability to provide quality customer experience, both Hein and Dukes agree. A cycle is created.

Financial 52

Financial Contact Center Banking First Call Resolution 52

COPC

JUNE 9, 2023

So, let’s embark on this AI-powered journey together and unlock the true potential of customer experience. Webinar: Considerations for Navigating AI in CX Explore approaches to using artificial intelligence AI to service your customers.

Industry 116

Industry Customer Experience Analytics Training 116

Lithium

DECEMBER 6, 2022

Beyond surveys: Go deeper than customer feedback These days, top brands are going deeper, digging into conversational data points that customers provide every day, without even being asked, to get more insight into their CX. Webinars & Events Some event areas are limited to Khoros customers only. Available On-demand.

Social Media 52

Social Media Roadmap Trends Hospitality 52

COPC

OCTOBER 26, 2023

Related A Foundation for Exceptional Digital Self-Service Design Learn proven guidelines for the successful design and performance of IVR systems, chatbots and other self-service models of customer care. Conclusion The evolution of AI assistants is an exciting chapter in the realm of customer experience.

Technology 78

Technology Customer Experience Self Service Customer Journeys 78

Playvox

NOVEMBER 16, 2021

In 2019, the lifestyle brand had 12 customer care agents. In this webinar , we share more about how Playvox’s contact center quality management software benefitted the Sweaty Betty team during the earliest days of the pandemic. But by the end of 2020, there were 150 team members on the Sweaty Betty contact center team.

Management 78

Management Contact Center Gamification Retail 78

Myra Golden

FEBRUARY 14, 2017

In this week’s professional development event, my De-escalation webinar , I’m going to open with a video clip from Jack Nicholson’s Five Easy Pieces. The clip shows Jack Nicholson’s character trying to customize a sandwich from the menu. I’m sharing this clip to set the tone for the de-escalation webinar.

Video 77

Video Hotels Training Interaction 77

Lithium

SEPTEMBER 6, 2022

Losing and hiring frontline customer care agents can cost more than a few lost customers. Webinars & Events Some event areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Ramona Maher.

Roadmap 52

Roadmap Groups Tips Video 52