Vonage

FEBRUARY 13, 2017

In short, speech analytics software ensures data that would otherwise disappear forever gets recycled and fed into optimising the customer experience. Speech analytics allows you to effectively gauge customer satisfaction. Customer service is a strategic asset your business can use to set it apart from competitors.

Analytics 133

Analytics Customer Service Customer Satisfaction Software 133

Uniphore

DECEMBER 13, 2021

From streamlining and simplifying self-service to augmenting live agent interactions, these tools help optimize every conversation, delivering measurably better outcomes, including: Higher customer satisfaction (CSAT) and net promoter scores (NPS). Increased first contact resolution (FCR) rates.

Retail 262

Retail Net Promoter Score Self Service Customer Experience 262

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Many executives are interested in improving and understanding customer experience. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. 82% describe the customer service process as being a lot of effort.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

Totango

AUGUST 23, 2022

B2B customer journey touchpoints are occasions when business customers interact with a brand. For example, a website visit, an online sales purchase and a phone support call are all potential customer journey B2B touchpoints. Touchpoints can be categorized in terms of: Where they occur in a customer’s lifecycle.

Customer Journeys 116

Customer Journeys Touchpoint B2B Social Media 116

Interactions

JANUARY 6, 2022

At Interactions, we have been working in AI in CX for nearly two decades and have witnessed this firsthand as business goals and consumer habits change. Mike Iacobucci, Interactions CEO. We asked our Interactions experts to share their predictions. Read our white paper to learn more. Read our blog to see how.

Customer Experience 71

Customer Experience Contact Center eBook Interaction 71

Beyond Philosophy

AUGUST 30, 2016

Satisfaction has always been largely about attitudes about a product or service experience. Attitudes are superficial and tactical, essentially dealing with transactions and interactions rather than longer-term experiences and relationships. The post Why, Oh Why, Is ANYBODY Still Measuring Customer Satisfaction?

Customer Satisfaction 60

Customer Satisfaction Measurement B2C B2B 60

Talkdesk

DECEMBER 1, 2020

Personalization: How an organization tailors a customer’s experience based on the customer’s profile and objective. Account & Interaction Management: How an organization integrates enterprise systems to collect, maintain and distribute customer information.

Contact Center 104

Contact Center How To Roadmap Customer Centricity 104

Uniphore

NOVEMBER 11, 2021

Today, conversational AI is helping businesses capitalize on every customer interaction across every channel. With a conversational automation platform that understands the customer’s real intent and sentiment, banking contact centers can deliver a positive conversational experience that drives customer satisfaction.

Banking 130

Banking Net Promoter Score Contact Center NPS 130

Comm100

JANUARY 14, 2020

At its core, the digital omnichannel promise is simple; it means supporting customers effectively and cohesively across all digital channels. In customer service, digital omnichannel effortlessly blends digital touchpoints to form a unified view of the customer. Increased customer satisfaction. Reduced costs.

Omni-Channel 131

Omni-Channel Social Media Average Handle Time Knowledge Base 131

Calabrio

JULY 29, 2016

Technology has made huge advances in recent years as the contact center has shifted from an unsightly but necessary business function to the cornerstone of customer experience. However, for companies to really understand interactions within the contact center, evaluating interactions at random will not give a complete picture.

Contact Center 100

Contact Center Self Service Analytics Omni-Channel 100

Uniphore

NOVEMBER 11, 2021

So, whether a customer is planning a trip or dealing with an unexpected travel change, they can expect a smooth, highly personalized experience from start to finish. Optimize Customer Interactions With today’s sky-high customer expectations, businesses are under greater pressure than ever to “get it right” when it comes to CX.

Self Service 130

Self Service Hospitality Travel Touchpoint 130

Think Customers

APRIL 12, 2022

Customers aren’t impressed by technology alone; they are impressed by the quick and impactful help it provides. Tackling time-consuming tasks reduces the physical and often mental drain on associates to focus their energy on high-tier interactions. RPA don’ts: Do not rush AI technology.

Self Service 52

Self Service Contact Center Customer Satisfaction Tools 52

NobelBiz

FEBRUARY 13, 2024

Incorporating the appropriate software features is not just beneficial for call centers or other similar businesses, but rather necessary in order to enhance customer interactions. Table of Contents The importance of keeping up with technology trends in customer service?

Call Center 59

Call Center Self Service Software Contact Center 59

Education Services Group

AUGUST 27, 2018

In fact, researchers Dominic Fareri, Luke Chang and Mauricio Delgado published an article in The Journal of Neuroscience (2015) demonstrating the power of collaborative interactions in building and maintaining relationships. Read about this study and others in our white paper, Neuroscience and Customer Success.

Customer Success 51

Customer Success Customers Study Interaction 51

Natalie Petouhof

AUGUST 15, 2022

Listening” to customers and employees today can be complex. It involves capturing not just what people tell us, but also how they’re interacting with our customer experience channels and how they feel doing this. And it’s a critical step toward showing empathy in customer experiences. Original Article by Ginger Conlon.

Customer Experience 52

Customer Experience Self Service Contact Center Competitive Advantage 52

Think Customers

OCTOBER 4, 2021

For your contact center operations, this can be beneficial by deflecting lower value Tier 0 and Tier 1 interactions, while also delivering 24/7 customer support at scale. Effective contact centers understand the right moments to introduce chatbot or messaging capabilities into a conversation to meet customer expectations every time.

Chatbots 52

Chatbots Self Service Contact Center Omni-Channel 52

Uniphore

DECEMBER 17, 2021

healthcare market must continue to transform how they interact with consumers if they want to succeed. on a 100-point scale for customer satisfaction, which Forrester categorizes as an “OK” rating. What’s the key to driving improved customer satisfaction? Post-interaction analytics.

Self Service 130

Self Service Healthcare Contact Center Effort Score 130

GetFeedback

FEBRUARY 15, 2019

They’ve either signed up for your trial, downloaded a white paper or ebook, or possibly just visited your website. Prospects are interacting with your website, trial, onboarding materials, and inside sales team. New customers have given you money and decided your product is the right fit for them. Who are they?

Net Promoter Score 150

Net Promoter Score NPS Effort Score How To 150

Uniphore

JANUARY 21, 2022

In the wake of the global pandemic, customer experience (CX) has risen to new prominence as more patients and members are interacting with healthcare service providers remotely. What digital customers are seeing often isn’t pretty: complex processes, redundant steps and time-consuming resolution journeys.

Healthcare 147

Healthcare Analytics Self Service Consumers 147

Totango

SEPTEMBER 22, 2022

For customer success teams, SaaS tools serve to optimize the customer life cycle, improving your marketing, sales, and customer service to deliver better results to clients. This promotes higher customer satisfaction and retention, elevating sales and increasing revenue. SaaS Marketing Automation Tool.

Tools 71

Tools CRM Analytics Advertising 71

CSM Magazine

JANUARY 12, 2021

Perhaps your objectives are more qualitative and based on measures of customer satisfaction, customer effort and customer lifetime value? Using this approach, customer experience (CX) leaders can quickly identify what customers want and track intent trends to train the AI tool to learn from each interaction.

Self Service 52

Self Service Average Handle Time Automotive Chatbots 52

Andrew Mcfarland

SEPTEMBER 21, 2022

People with excellent relationship-building skills can often cultivate long-term relationships with customers, suppliers, and business partners. A well-developed network of contacts can lead to better customer satisfaction and a more consistent cash flow. This ability can be essential in tough economic times.

How To 48

How To Trends Case Study eBook 48

Comm100

APRIL 8, 2016

Surprisingly, Amazon’s success isn’t rooted in multi-million dollar advertising campaigns or shortening product life cycles, but rather, the desire to be the “Earth’s Most Customer-Centric Company” In the mind of Bezos, the success of a business is dependent on the ability to hone in on customer satisfaction.

Customer Service 107

Customer Service Social Media Call Center Multi-Channel 107

Centercode

JUNE 18, 2019

When it comes to closing the feedback loop, there are two levels of interaction that come into play. One focuses on communication and customer experience and looks like this: Customer submits product feedback as issues, ideas, or praise. Company reviews customer feedback. Download the Free Feedback Playbook White Paper.

Feedback 56

Feedback Customer Centricity Social Media Customers 56

ENGAGE.cx

JUNE 19, 2015

As a result, customers are testing the boundaries of brand authenticity at every touch point. To meet their needs, engagement must become the responsibility of the whole business, and promises made by the brand need to be met at every interaction with customers. The Imperative of Understanding the Customer.

Touchpoint 40

Touchpoint Innovation Financial Meeting 40

CSM Magazine

JUNE 4, 2020

Companies need to ensure that the partners, countries and solutions they select are fit for purpose for their customers tomorrow and not just for their profitability today. To find out more, click here to download the 4T4 and Puzzel white paper entitled “Contact Centre Outsourcing – Top 8 Challenges” or visit www.4t4consult.co.uk.

Omni-Channel 52

Omni-Channel Consulting B2C Customer Relationship Management 52

inmoment

JUNE 17, 2019

Companies spend billions of dollars each year analyzing all types of digital interaction data — from social posts to online reviews. While new technology is revolutionizing brands’ customer experience capabilities, InMoment’s findings show that successful CX still relies on some of the basic tenets of human relationships.

Trends 53

Trends Customer Experience Comparison Loyalty 53

ClearAction

FEBRUARY 7, 2016

Building a Customer-Centric Culture. The Impact of Customer Experience Interaction. Employee Engagement in Superior Customer Experience Build a Sustainable Strategy for Customer Experience Management. Integrating Customer-Focus & Measurement in Day-to-Day Business. You Can Find Customer Satisfaction.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

Esteban Kolsky

JANUARY 29, 2018

Pair the drive to create better careers (including the agents handling more complex inquiries, and more empowerment to solve issues as they see fit) with more customers finding their own answers via self-service systems across channels and voila! Churn went down, customer satisfaction went up. And wouldn’t you know it?

Customer Experience 107

Customer Experience Customer Journeys Self Service Interaction 107

CX Journey

APRIL 7, 2016

Companies spend vast sums training employees to follow procedures and flowcharts when interacting with customers. (“If If the customer says X, respond with Y.”) But highly scripted employees are often less able to be imaginative or empathetic about a customer’s true needs.

Culture 80

Culture How To Net Promoter Score Airlines 80

Tricia Morris

AUGUST 11, 2015

In a new Government Business Council Report titled The Path to Customer-Centric Service , 67% of surveyed federal managers say their organization’s service is on par with that of the private sector. But, according to leading consumer surveys, customer satisfaction ranks near the bottom of a cross-industry comparison.

Government 40

Government Customer Service Self Service Customer Centricity 40

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. The key is to create a knowledge base that’s easy for your customers to search and use and that presents information clearly. The key is to create a knowledge base that’s easy for your customers to search and use and that presents information clearly. How-to instructions.

Knowledge Base 62

Knowledge Base Self Service Customer Service e-support 62

PeopleMetrics

FEBRUARY 11, 2015

Multitudes of companies have joined the customer experience transfomation bandwagon. They have Voice of the Customer software and solutions in place. They are measuring Net Promoter Scores (NPS scores) and Customer Satisfaction levels in real-time. 1) Awareness, 2) Discovery, 3) Attraction, and 4) Interaction.

Sales 48

Sales Net Promoter Score Effort Score B2B 48

CSM Magazine

FEBRUARY 14, 2017

However what binds all the different flavours of CRM is that the solution provides organisations with a common system of recording what is known about their customers. This might begin with capturing the initial set of interactions required to become a customer. Or indeed how certain customer journeys or products are improved.

CRM 40

CRM Engagement Net Promoter Score Analytics 40

Esteban Kolsky

MARCH 13, 2018

Having said that, I believe the minimum requirements for what you are looking for is in the following slide – which lists how the interactions of the future (read experiences) between customers and organizations will happen. Q : Talking about customer service platforms. Hope that helps. Digital transformation.

Customer Experience 107

Customer Experience Customer Journeys Customer Centricity CRM 107

Beyond Philosophy

MAY 14, 2015

Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance. As many as 2/3 of Customer service interactions will occur without human-to-human contact.

Self Service 60

Self Service Exercises Analysis Call Center 60

ProProfs Chat

JULY 13, 2018

Return customers might not be as loyal as your brand’s advocates but their previous satisfied experience with you provides a level of trust that you can’t find in your first-time customers. Customer retention could generally be traced down to customer satisfaction. Well, usually that’s not the case.”

Advertising 63

Advertising Customer Retention Customers Customer Journeys 63