Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. For years, many companies struggled to cobble together the best customer experiences they could. Cut to everyone heralding the premature death of omnichannel. What is Digital Omnichannel?

Omni-Channel 131

Omni-Channel Social Media Average Handle Time Knowledge Base 131

Vonage

SEPTEMBER 8, 2017

Social media has changed the rules of customer service. There was a time when if a customer wanted to complain, they’d have to dial the customer service number and then wait in a queue for 10, 20 or 30 minutes. It’s therefore not surprising that many businesses have concerns about social media customer service.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

Vonage

OCTOBER 2, 2017

Social media has changed the rules of customer service. There was a time when if a customer wanted to complain, they’d have to dial the customer service number and then wait in a queue for 10, 20 or 30 minutes. It’s therefore not surprising that many businesses have concerns about social media customer service.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

UJET

DECEMBER 2, 2020

In the past 50 years, the underlying technology powering voice self-service solutions has been transformed but, unfortunately, many of the uses of these solutions have not. This means that companies are disappointing millions of customers and losing out on the opportunity to automate an increasing percentage of the inquiries they receive.

Omni-Channel 56

Omni-Channel Contact Center Self Service Virtual Agent 56

Uniphore

JANUARY 4, 2022

White Papers. Self Serve Omnichannel AI-driven intelligent virtual assistant (IVA). Analyze Analytics and insights from 100% of interactions across all channels. Uniphore Collaborates with Cisco to Enable Better Customer Experiences. Discover new ways to build and enhance contactless relationships with customers.

Contact Center 317

Contact Center Innovation Multi-Channel Customer Retention 317

NICE inContact

AUGUST 20, 2019

That’s because all technology has a “shelf-life”. Why does technology have an expiration date? As we know, technology moves fast and what was once considered “state of the art” will inevitably become functionally obsolete. For many IT systems this is about seven years. This is also true for call center systems.

Contact Center 136

Contact Center Contact Center Software Call Center Omni-Channel 136

NICE inContact

AUGUST 20, 2019

That’s because all technology has a “shelf-life”. Why does technology have an expiration date? As we know, technology moves fast and what was once considered “state of the art” will inevitably become functionally obsolete. For many IT systems this is about seven years. This is also true for call center systems.

Contact Center 136

Contact Center Contact Center Software Call Center Omni-Channel 136

Comm100

FEBRUARY 25, 2020

Siloed systems are one of the greatest obstacles to a quality customer experience (CX). Your team can spend days crafting the perfect customer journey, but if only some people on your team can see the most recent interaction with the customer, how can your perfect customer journey come to fruition?

Social Media 162

Social Media Omni-Channel CRM B2B 162

CSM Magazine

OCTOBER 12, 2023

Sabio Group, the global digital experience transformation services specialist, has partnered with customer engagement expert Martin Hill-Wilson to release the 2023 edition of its acclaimed CX Realities white paper series. Download CX Realities 2023 here.

Groups 52

Groups Omni-Channel Customer Journeys Customer Engagement 52

Comm100

FEBRUARY 25, 2020

Siloed systems are one of the greatest obstacles to a quality customer experience (CX). Your team can spend days crafting the perfect customer journey, but if only some people on your team can see the most recent interaction with the customer, how can your perfect customer journey come to fruition?

Social Media 130

Social Media Omni-Channel CRM B2B 130

Quadient

SEPTEMBER 28, 2020

What Covid-19 has Taught Telecoms about Customer Experience Management. As a result, there are certain customer experience requirements that have come to the fore and if telecom service providers are lax in meeting them in any way, they face certain business risks. . Customers are just as willing to switch providers during Covid-19.

Customer Experience Management 52

Customer Experience Management Omni-Channel Self Service Customer Experience 52

NICE inContact

OCTOBER 29, 2018

Case in point, I had an interesting conversation with a couple of millennials where I reflected on the tech I used in college (I am a “boomer”) – technologies like the first IBM PC, the DOS operating system, Lotus 123, “brick” cell phones, RPN calculators and the like. How well does your system support omnichannel chat or email access?

Contact Center 120

Contact Center Contact Center Software Call Center Omni-Channel 120

Bold360

MARCH 23, 2017

The Age of the Customer is upon us, and with it, the sources of power for businesses have changed. Your own power as a company now comes from engaging with empowered customers, making the key contenders in this decade businesses like Facebook and Apple who have always encompassed the connection to customer experience within their brand.

Omni-Channel 58

Omni-Channel Self Service Customer Service Chatbots 58

CSM Magazine

JUNE 4, 2020

However, suppliers should be responsible for building a solution that is both capable of passing customer board approval and is deliverable. Data privacy, protection and crisis management – in fighting for business, brands have focussed on the power of marketing they can derive from using customer data.

Omni-Channel 52

Omni-Channel Consulting B2C Customer Relationship Management 52

Think Customers

OCTOBER 4, 2021

Customers want to reach brands on their own terms, whenever, wherever. Chatbot and messaging capabilities are the essential tools needed to provide this 24/7, personalized customer service. Let’s explore their differences to find the right fit for customer needs. Find the right mix of technology and humanity.

Chatbots 52

Chatbots Self Service Contact Center Omni-Channel 52

Bold360

FEBRUARY 16, 2017

Seeing someone who can help you, whether you are using a website or an offline store is essential to a full customer experience. Maybe your customers want to buy a product or a service which isn’t immediately in view. Think about the process your customer needs to go through to get these answers. Keep Listening. Keep Track.

Chatbots 80

Chatbots Omni-Channel Self Service Analytics 80

Calabrio

JULY 29, 2016

By continually assessing agent performance and call quality, organizations can protect their bottom line by pinpointing areas to improve the customer experience. This ultimately leads to increased customer retention and loyalty. Interactions in which a customer requests to speak to a supervisor. Go beyond random sampling.

Contact Center 100

Contact Center Self Service Analytics Omni-Channel 100

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service.

Call Center 59

Call Center Self Service Software Contact Center 59

datastax

AUGUST 22, 2019

As Popeyes demonstrates, even brick-and-mortar companies need to have the correct technology to keep up with demand. . Otherwise, when customers come flocking to your brick-and-mortar or ecommerce store looking for a particular item that’s highly in demand, it might not be in stock. Not just on Black Friday or Cyber Monday, either.

Ecommerce 56

Ecommerce Omni-Channel Technology Retail 56

datastax

NOVEMBER 29, 2018

Hyper personalization, omnichannel customer experiences, access to real-time data around the world… Global customer expectations are pushing towards closer customer proximity. What is Apache Cassandra technology? Introduction to the Active Everywhere Database (white paper). DOWNLOAD NOW.

Competitive Advantage 58

Competitive Advantage Ecommerce Omni-Channel Technology 58

Uniphore

DECEMBER 17, 2021

This is especially true given the increasing competition from more technology-savvy competitors and disruptive market entrants from non-healthcare sectors such as retail. on a 100-point scale for customer satisfaction, which Forrester categorizes as an “OK” rating. Understanding Customer Service Challenges for U.S.

Self Service 130

Self Service Healthcare Contact Center Effort Score 130

Comm100

FEBRUARY 7, 2018

Choosing a customer engagement software solution can be daunting. By keeping this list in sight during research — or using it to ask your vendor questions during a sales pitch — you will be able to avoid hidden drawbacks and make an informed decision about which customer engagement solution is right for your company.

Software 102

Software Customer Engagement Engagement Social Media 102

RapportBoost

NOVEMBER 15, 2018

At Customer Contact Week in Austin last month, we noticed how the discussions surrounding chat training and onboarding stood out far more than in previous conferences. In many cases, they do not have the internal expertise or skill to enable a chat channel, so they look to outside resources to assist them with the setup and implementation.

Training 71

Training Call Center Telecommunications Exercises 71

ENGAGE.cx

NOVEMBER 12, 2015

Matt Goddard, CEO of digital marketing and technology company R2integrated, recently published a piece in MarketingProfs asserting that data is the problem most likely to keep “CMOs up at night.” We actually think the quantity of the customer data isn’t the problem at all. Companies need to have a fundamental shift in focus.

Data 40

Data CRM Omni-Channel Study 40

Kitewheel

SEPTEMBER 16, 2019

Today it’s unlikely that any member of a business would not know that customer journeys and customer journey analytics are table stakes. Most companies realize that competing on customer experience is essential to lead the market. It is also critical that these steps should be benchmarks that make sense to your customer.

Measurement 40

Measurement Customer Journeys Omni-Channel ROI 40

Qualtrics

JULY 2, 2020

How should we be thinking about using digital transformation and strategy to increase sales and penetration with customers? This is the customer value conversation. Ask yourself as a business - ‘What problems are you solving for your customer?’ Then they went mobile with an app and began looking to leverage more channels.

B2B 26

B2B Omni-Channel Brands Sales 26

Kustomer

APRIL 30, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Adrian Swinscoe joins Gabe Larsen to discuss his philosophies and strategies for improving the customer service experience. Punk CX is a new way of looking at customer service that Adrian thought of back in 2017. Listen to the full episode below.

Strategy 64

Strategy Customer Service Customer Experience Connections 64