September, 2021

Digital Transformation in Customer Service – The Building Blocks for Successful Digital Transition (Part 2 of 4)

Comm100

As COVID-19 pushed companies and their customers online, digital transformation has taken over the customer service space like never before. In the first part of our series on Digital Transformation in Customer Service , we looked at why businesses can’t afford to ignore digital transformation.

What’s Everyone Talking About in Customer Experience Today?

BlueOcean

Customer experience is pretty much the hottest topic in the contact center and customer care space these days.

Insiders

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Beyond Remote Support: 5 Ways Your Organization can use Visual Assistance

TechSee

When most service organizations consider implementing Visual Assistance, they mainly focus on how to use the technology to support remote teams in the field or contact center.

How to Humanize Customer Experience & Drive Meaningful Customer Relationships

InMoment XI

There’s a problem with how many businesses view customer experience (CX) data: human beings cannot (and should not) be distilled down to numbers.

AI Insights Playbook––Understand Your Customer Experience To Improve It

The biggest challenge facing Contact Centers is understanding what customers expect. With today’s changing customer expectations, dynamic market realities and aggressive competitors, organizations must understand where they are successful and where they fall short. Download this eBook to learn how you can improve your customer experience with the help of Artificial Intelligence.

Customer lifetime value

NICE inContact

Our experts help you understand customer lifetime value and how to increase that value with NICE CXone for call centers. Customer Experience NICE CXone Contact Center Management

More Trending

White Label Chat Service – What to Expect And How to Use For Your Business?

Comm100

The modern consumer is looking for the easiest and quickest way to access your products or services. Any delays in service provision can lead to client loss, decreased revenue, and injured brand reputation.

How To 219

Waiting In Line At The DMV? A Month With The In-Laws? Find Out What’s Worse Than Dealing With Customer Service

Kerry Bodine

I don’t often run across survey data that makes me literally laugh out loud. But a recent — and somewhat cheeky — study commissioned by the CRM platform Insightly had me rolling in my desk chair. Thirty-one percent of U.S.

3 Reasons You Should Be Using Mobile Inspection Software

IntouchInsight

Regular operational audits and site inspection are invaluable methods to ensure your brand standards are being executed consistently across your business. But too many businesses are still executing their inspection process using now archaic paper forms. Mobile Forms Operational Audits

Three Tips for Sending the Perfect Email Survey Invitation

InMoment XI

What do you want a customer experience (CX) survey invitation to do? Besides literally inviting someone, you want your invitation to tell the recipient that they’re valued and will also receive something of value if they accept it. Obviously, not every invitation accomplishes that.

Survey 327

How to Make Every Survey a Top Customer Experience!

We’ve all had surveys that we’d rather forget, but surveys are a critical element of your overall customer experience. Download this eBook and get the four key elements of a brand-building survey program. Use these tenets to help your surveys deepen your customer’s relationship with your brand.

7 common customer service failures you can avoid with the right cloud ACD

NICE inContact

In these days of striving for excellent CX, it's important to use every tool available. The best cloud ACDs can help contact centers improve experiences and avoid service failures through sophisticated routing, smart self-service, and providing agents and supervisors with enhanced capabilities.

Why You Should Use Dashboards for Community & Market Research Programs

Alida

As a result of data overload, dashboards have long been a commonly used data visualization tool for business intelligence and data teams.

Digital Transformation in Customer Service: 5 Inspirational Success Stories (Part 3 of 4)

Comm100

Welcome to part three in our series exploring digital transformation in customer service. In this series, we’ve been looking at how digital transformation is helping organizations transition to a digital customer service offering that benefit both them and their customers.

A guide to choosing the right sample partner for research

QuestionPro Audience

Why do you need a sample partner? Sampling helps researchers make inferences about the entire population by studying a fraction of the target population.

B2C 195

100 Pipeline Plays: The Modern Sales Playbook

For the first time, we’re sharing the winning plays that took us from scrappy startup to a publicly traded company. Use our proven data-driven plays to grow your pipeline and crush your revenue targets.

CX Tech Top-ups for September- Three feature updates!

IntouchInsight

A new month means new product updates from Intouch Insight. We have introduced several new features across our platforms and can’t wait for you to try them out. Customer Experience Management Product Updates New Features

3 Ways CX-Driven Brand Reputation Helps Your Business

InMoment XI

Every business can agree that a sterling brand reputation does wonders for both the customer base and the bottom line—but how can companies build a better rep by leveraging customer experience (CX) tools?

Brands 326

Contact Centres are the ‘Front Doors’ that welcome customers down under

NICE inContact

As the world continues to deal with the coronavirus and other challenges that affect our everyday lives, businesses and their customers agree that staying connected—and finding new ways to connect—is increasingly important for both groups. Contact Center Management CXone Omnichannel

CX Trends: Shifts in Consumer Habits & Expectations

Alida

Over the last year, you probably heard the question “So how are you adapting to the new normal ?” quite a few times. It is a reflection on how the global pandemic has, in some cases, fundamentally changed our everyday lives.

Should Loyalty Metrics be Reassessed Post-Pandemic? And What About NPS?

How has the pandemic changed customer expectations and CX strategies? From several verticals and a wealth of VOC data, we share key insights and examine if NPS has the same predictive power. See how you should adjust your metrics!

Digital Transformation in Customer Service – Navigating Security Threats (Part 4)

Comm100

We’ve now reached the fourth and final part of our series exploring Digital Transformation in Customer Service.

How to Celebrate Customer Service Week (3 Steps)

Myra Golden Media

Download agenda, themes, certificates and more here! Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let National Customer Service Week pass without an epic celebration of your front line!

Consumer Behavior & COVID Adjustments in Convenience Stores

IntouchInsight

After a rollercoaster of a year, Cameron Watt, President and CEO of Intouch Insight, was back and in person at the 2021 Outlook Leadership Conference in Los Angeles!

True Customer Loyalty Starts with The Basics: Which Of These Are You Missing?

InMoment XI

Every company executive will agree that having loyal customers is a key to business success. But what are executives really doing to encourage customer loyalty?

Your Guide to Using Conversational Marketing to Drive Demand Generation

What is conversational marketing really about? This guide will examine the market forces at play, shifting buyer trends, how to leverage conversation marketing, and the tactics involved in adopting it for a B2B demand generation strategy.

4 Benefits of integrating CRM for small companies with contact center software

NICE inContact

Small business leaders wear a lot of different hats and juggle multiple responsibilities. CRM Contact Center Management Contact Center Trends & Insights

Customer Experience ROI: A Framework for Measuring CX Success

Alida

Honoring the principle “customers as assets” connects volume and value to customer experience ROI and growth. Customer Experience

ROI 130

Digital Transformation in Customer Service – Why You Can’t Afford to Ignore it (Part 1 of 3)

Comm100

Digital transformation is by no means a recent trend. However, the past couple of years has seen its importance within customer service skyrocket as companies adopted new technologies to stay connected during the pandemic.

Would Customers Pay to Do Business with You?

Shep Hyken

Think about this … what if you were to charge a customer just to talk to you about what you would sell them? Or, if you own a retail store, a fee to enter the store. What would you have to do for your customers to be willing to pay for the privilege of buying your products or services?

Hotels 112

Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.