SaleMove

MAY 14, 2021

In response to consumer demand, Decision Research reports that in 2020 many P&C insurers “improved customer service areas such as self-service portals for policyholders, designed more user-friendly websites and apps, and optimized their call centers to manage additional doubts and concerns from policyholders.”.

Insurance 52

Insurance Self Service Contact Center Call Center 52

TechSee

OCTOBER 19, 2021

Managing these product returns takes a significant bite out of a company’s bottom line. Visual assistance is an emerging technology powered by video and augmented reality that allows users to instantly stream their mobile device camera or screen for real-time, interactive visual engagement. of total U.S. Truck Roll Rates, and.

How To 124

How To e-support Self Service Retail 124

Daniel Group

SEPTEMBER 22, 2022

Three Steps to Excellent CX: Measure, Manage, and Improve. A 2022 white paper sponsored by Emplifi highlighted the importance of providing great CX and how far many companies are from achieving it. To name a few, we have predictive analytics, dashboards, digital surveys, feedback management, AI, etc. Step 2, Manage.

Measurement 52

Measurement Management Customer Journeys B2B 52

CSM Magazine

SEPTEMBER 8, 2023

By integrating the business into the Sabio Group it expanded our focus and capability in customer relationship management (CRM). The combination makes agent and supervisor jobs more seamless, bringing enterprise contact centre and workforce engagement management (WEM) capabilities from Genesys Cloud CX to Salesforce Service Cloud.

Groups 52

Groups Leadership Multi-Channel CRM 52

Comm100

JANUARY 21, 2020

With digital omnichannel engagement, you can automate proactive interactions based on custom rules that guide users through the customer journey. Comm100’s 2020 Live Chat Benchmark Report found that about 5% of outbound chats are accepted by web visitors and turned into meaningful interactions with the brand. B2B vs. B2C conversion.

Customer Journeys 209

Customer Journeys Social Media B2C Omni-Channel 209

Vonage

FEBRUARY 13, 2017

The top priority for most contact centre managers is to ensure their team is delivering a high level of customer service. In NewVoiceMedia’s White Paper, Serial Switchers Strike Again , we discovered that 70% of consumers are more loyal to a company when they provide excellent customer service, and 40% spend more.

Analytics 133

Analytics Customer Service Customer Satisfaction Software 133

Talkdesk

DECEMBER 1, 2020

Workforce Management: How an organization assigns the right employees with the right skills to the right job at the right time to meet demand. 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

Beyond Philosophy

JANUARY 23, 2021

One of the contributing factors to this mindset is the number of stories we hear in business books, blog posts, white papers, and TED talks that describe how organizations change this one small thing and revenue increases by 50 percent. While that makes an interesting story, it isn’t the typical result of making a small change.

Customer Experience 89

Customer Experience Consulting Financial Customers 89

Calabrio

APRIL 27, 2017

Managing changing customer behavior. Your agents may work one interaction to the next, but when it comes to their careers, they are looking at the big picture. Download this white paper to learn more about changing workforce challenges in the contact center. Invest in your agents.

Contact Center 162

Contact Center Engagement Self Service Social Media 162

Integrity Solutions

JANUARY 15, 2020

To get those numbers where they need to be, managers typically focus on sales activity levels. The reason managing activities and numbers doesn’t solve the problem is simple: These areas fall within the realm of “skillset,” and while skills matter, sales success is very much also a factor of mindset —of will.

Sales 85

Sales Banking Guidelines Tips 85

ClientSuccess

JANUARY 11, 2023

To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. The concept of customer success continues to rapidly gain traction as businesses strive to improve their customer experience.

Customer Success 80

Customer Success eBook Loyalty Conference 80

Talkdesk

DECEMBER 10, 2020

the investment, resources and change management) of executing this project. Determine CX maturity priorities Deploying a digital transformation strategy will affect the channels, processes and people by which your customers interact with your brand. Think about the benefits (e.g.,

Contact Center 115

Contact Center How To Transportation Roadmap 115

datastax

JUNE 18, 2019

Just seeing the incredible variety of companies using Cassandra for so many different use cases—from user management to customer interaction to fraud detection to messaging—reminded me of how much the ability to distribute data has changed the technology industry. Apache Cassandra Architecture (white paper). READ NOW.

Conference 63

Conference Data Management Software 63

Totango

MARCH 8, 2022

Support CS managers with information and advice from the community. These and other potential benefits make joining a customer success community a winning proposition for CS team members, managers and marketing leaders. Customer Success Managers in Action. Nine Best Customer Success Communities in 2022.

Customer Success 115

Customer Success Guidelines Social Media Tips 115

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. Learn More!

Customer Success 51

Customer Success Customers Study Interaction 51

Totango

AUGUST 23, 2022

Finally, we’ll offer some guidelines on how to structure your B2B customer journey map around key touchpoints and how to use technology to automate an effective touchpoint management strategy. B2B customer journey touchpoints are occasions when business customers interact with a brand. What functions the interaction serves.

Customer Journeys 115

Customer Journeys Touchpoint B2B Social Media 115

Andrew Mcfarland

SEPTEMBER 23, 2022

In addition, webinars, white papers, and video content are essential for establishing credibility. When you select a method, you can manage the meeting more effectively and have a clear objective. This human-to-human interaction requires a customized approach. You can start by setting an agenda for your meetings.

Competitive Advantage 48

Competitive Advantage Touchpoint Meeting Sales 48

Comm100

OCTOBER 25, 2017

These results indicate that there’s a hell of a lot of frustrated customer service workers out there, turning to Google for answers to their questions – who presumably aren’t getting answers from their managers. Download this white paper to learn how to prevent, deal with, and follow up on difficult customers. And you need more.

Customers 312

Customers Customer Service Ecommerce eBook 312

Calabrio

APRIL 27, 2017

Managing changing customer behavior. Your agents may work one interaction to the next, but when it comes to their careers, they are looking at the big picture. Download this white paper to learn more about changing workforce challenges in the contact center. Invest in your agents.

Contact Center 100

Contact Center Engagement Self Service Social Media 100

Calabrio

APRIL 27, 2017

Managing changing customer behavior. Your agents may work one interaction to the next, but when it comes to their careers, they are looking at the big picture. Download this white paper to learn more about changing workforce challenges in the contact center. Invest in your agents.

Contact Center 100

Contact Center Engagement Self Service Social Media 100

Think Customers

APRIL 12, 2022

RPA is quickly gaining popularity in both the front- and back-office to streamline operations and free-up customer-facing employees to focus on more meaningful customer interactions while also lowering cost to serve and improving customer satisfaction. RPA don’ts: Do not rush AI technology.

Self Service 52

Self Service Contact Center Customer Satisfaction Tools 52

CSM Magazine

JANUARY 24, 2023

Joe O’Brien, Global Corporate Communications Manager at Sabio Group , takes a close look at the conversational AI tool, ChatGPT. Not limited to standard text interactions, ChatGPT can write poetry, help debug code and even troubleshoot IT issues. The way that the model is trained helps determine how questions are answered.

Contact Center 52

Contact Center Chatbots Comparison Training 52

Uniphore

NOVEMBER 17, 2021

Few industries are regulated as closely as wealth management. When interacting with investors, firms must be transparent in their disclosures, fees and expenses, conflicts of interest and sales practice issues. Regulations such as the Dodd-Frank Act in the U.S., Download Now.

Analytics 130

Analytics Analysis Interaction Feedback 130

Playvox

NOVEMBER 3, 2021

According to a white paper from the UNC Kenan-Flagler Business School , when collaboration permeates organizations, they experience huge bottom-line benefits, including engaged employees, attracting and retaining talent, increased velocity, and profitability. Teamwork, sharing knowledge and best practices feed company culture.

Contact Center 103

Contact Center Culture Competitive Advantage Leadership 103

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. These features range from managing calls to analyzing customer data. This integration is crucial for delivering a customer-centric experience.

Call Center 59

Call Center Self Service Software Contact Center 59

Seaton CX

MAY 24, 2023

According to an IDC white paper published in January 2022 , 87% of companies believe they provide an excellent customer experience—but only 11% of customers agree. Chad designed and implemented a performance management system. Automation sends a survey after every support ticket is closed. Clearly an opportunity for improvement.

Metrics 59

Metrics Customer Experience Contact Center Average Handle Time 59

datastax

NOVEMBER 20, 2018

Relational database management systems are flexible and often very performant; they ruled the database scene throughout the 1980s and 1990s. NoSQL databases began to pop up in the 2000s to fill the gaps left by a relational database management system. The DBA’s Guide to NoSQL (white paper). Think of a dictionary.

System 98

System Connections Data Tools 98

Uniphore

NOVEMBER 11, 2021

Today, conversational AI is helping businesses capitalize on every customer interaction across every channel. Capturing and Fulfilling Promises Made During the Conversation Poor promise management directly impacts your call handling times, wait times, customer satisfaction and loyalty as measured by your Net Promoter Score (NPS).

Banking 130

Banking Net Promoter Score Contact Center NPS 130

COPC

OCTOBER 13, 2021

2020 was indeed a unique year for vendor managers and their outsourced partners. Vendor management organizations (VMOs) worldwide shared that the COVID-19 pandemic adversely impacted their outsourcers’ ability to meet organizational strategic goals. Optimizing virtual management and supplier business planning. Recruiting.

Contact Center 52

Contact Center Call Center Training Management 52

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. Renewals have used your product for a while and have likely interacted with your support organization.

Net Promoter Score 150

Net Promoter Score NPS Effort Score How To 150

COPC

NOVEMBER 5, 2021

During the interactive workshop, customer experience (CX) leaders from over 40 top brands collaborated on how their organizations are reevaluating and redesigning their outsourcing strategies this year and next. These are: Formalizing work-from-home (WFH) requirements and management. has seen our client’s experience.

Contact Center 52

Contact Center ROI Customer Journeys Touchpoint 52

Uniphore

DECEMBER 17, 2021

healthcare market must continue to transform how they interact with consumers if they want to succeed. Automate common, repetitive inquiries with personalized self-service via an omnichannel intelligent virtual assistant (IVA), supporting voice, web, and mobile channels, to offload interactions while accelerating resolution.

Self Service 130

Self Service Healthcare Contact Center Effort Score 130

CSM Magazine

JUNE 7, 2023

This can help you enhance your document management system without sacrificing document quality. Consider publishing informative blogs, articles, white papers, or guides, that will help you share your knowledge and best practices with others. You will want to make sure that customers view you as an expert in your field.

Tips 52

Tips Social Media Policies Case Study 52

datastax

JUNE 20, 2019

Another day, another buzzword that surfaces in the data management space with promises of changing the way things are done. Companies that successfully implement an agile approach to data management are four times more likely to enjoy business outcomes that exceed shareholder expectations. A new buzzword—yes. READ NOW.

Sports 69

Sports Analytics Software Employee Engagement 69

Andrew Mcfarland

SEPTEMBER 21, 2022

These skills include relationship-building, analysis of trends, prospect identification, and project management. In this case, you can provide them with content like e-books, webinars, and white papers. Project management skills. Good project managers understand cost constraints and know what can go wrong.

How To 48

How To Trends Case Study eBook 48

Team HGS

DECEMBER 19, 2017

Earlier this year, HGS released a white paper on this year’s top 10 trends in customer service. Using hands and eyes for browsing is paving the way for voice interactions to increase its areas of influence. Trend 10: Digital Assistance—Voice Search. Here, we dissect CX Trend No.10: Wed, 12/20/2017 - 11:15.

Trends 52

Trends Self Service Effort Score Social Media 52

Eptica

FEBRUARY 6, 2019

Date: Wednesday, February 6, 2019 Author: Pauline Ashenden - Marketing Manager Why focusing on CX is key at times of change. Author: Pauline Ashenden - Marketing Manager Most industries today are radically different compared to 20 or even 10 years ago. Published on: February 06, 2019. Share this page on: Tweet.

Automotive 73

Automotive Social Media Contact Center Banking 73